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ITIL Course Library

ITIL® 4 Training Courses

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.

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 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

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.

View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 4 Foundation
5 min
01: Exam Tips
3 min
02: High-Level Service Management & Key Elements of ITIL 4
11 min
03: ITIL 4 Key Concepts
7 min
04: Service - Definition & Keys Features
8 min
05: Service Offerings & Relationship
5 min
06: Putting it All Together
5 min
07: The Service Relationship Model
1 min
08: Axel Car Hire Example
6 min
09: Criticality of Value
5 min
Quiz #1
10: The Dimensions of Service Management
8 min
11: Information & Technology
7 min
12: Partners & Suppliers
7 min
13: Value Streams and Processes
6 min
14: Introduction to ITIL’s Service Value System (SVS)
8 min
Quiz #2
15: Service Value System Components
6 min
16: Overview of ITIL’s Service Value Chain (SVC)
6 min
Quiz #3
17: Service Value Chain – Plan
3 min
18: Service Value Chain - Improve
2 min
19: Service Value Chain - Engage
3 min
20: Service Value Chain - Design & Transition
2 min
21: Service Value Chain – Obtain/Build & Deliver & Support
5 min
Quiz #4
22: ITIL’s 7 Guiding Principles
8 min
Quiz #5
23: Start Where You Are
6 min
24: Progress Iteratively with Feedback
8 min
25: Think and Work Holistically
8 min
26: Optimize & Automate
5 min
Quiz #6
27: Introduction to Key ITIL Practices
7 min
Quiz #7
28: General Management Practices
6 min
29: Continual Improvement
11 min
Quiz #8
30: The Continual Improvement Model
9 min
31: Continual Improvement & Guiding Principles
3 min
32: Service Management Practices (SMP)
7 min
33: Service Management Practices - Change Control
8 min
Quiz #9
Quiz #10
34: Service Management Practices - Incident Management
8 min
Quiz #11
35: Service Management Practices - Problem Management
12 min
Quiz #12
Quiz #13
36: Service Management Practices - Service Request Management
9 min
Quiz #14
37: Service Management Practices - The Service Desk
10 min
Quiz #15
38: Service Level Management (SLM)
8 min
Quiz #16
39: Information Analysis for Service Level Management
4 min
40: Technical Management Practices
2 min
41: Conclusion
5 min
ITIL 4 Foundation Sample Exam 1
ITIL 4 Foundation Sample Exam 2
Course Survey
View all course details

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
     
View all course details

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.   This course is an overview course and is taken from the Full Accredited ITIL 4 Foundation course.

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 course is not designed to prepare you to take and pass the ITIL 4 Foundation exam.  If you want to prepare to take and pass the ITIL 4 Foundation exam or are new to ITIL or IT Service Management, then you will need to take the Full ITIL 4 Foundation Training 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
View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
Meet Your Instructor Doug Tedder
3 min
00: Course Introduction: ITIL® 4 Foundation
7 min
01: ITIL 4 – Big Picture
9 min
02: Key Definitions
30 min
03: The Dimensions of Service Management
23 min
04: ITIL’s Service Value System (SVS)
15 min
05: ITIL’s Service Value Chain
24 min
06: ITIL 4 Guiding Principles
24 min
07: Introduction to Key ITIL Practices
10 min
08: General Management Practices
11 min
09: Service Management Practices
21 min
10: Technical Management Practices
3 min
11: Conclusion
5 min
Course Survey
View all course details

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

Module 06: ITIL’s Guiding Principles

  • Reading Assignment
  • Understand How the Guiding Principles Can Help an Organization Adopt and Adapt Service Management
  • Discuss the Seven (7) Guiding Principles and How They Can be Applied
    • 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: Introduction to Key ITIL Practices

  • Reading Assignment
  • Introduce the Concept of a “Practice”
  • Introduce the Three Groups of ITIL Practices
    • General Management
    • Service Management
    • Technical Management
  • Where Have All the Functions Gone?

Module 08: General Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Architecture Management, Continual Improvement, Information Security Management, Knowledge Management, Measurement and Reporting, Organizational Change Management, Portfolio Management
    • Project management, Relationship Management, Risk Management, Service Financial Management, Strategy Management, Supplier Management, Workforce and Talent Management
  • Detail Around Continual Improvement
    • Continual Improvement Register (CIR)
    • Continual Improvement Model

Module 09: Service Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Availability Management, Business Analysis, Capacity and Performance Management, Change Control, Incident Management, IT Asset Management, Monitoring and Event Management, Problem Management, Release Management
    • Service Catalog Management, Service Configuration Management, Service Continuity Management, Service Design, Service Desk, Service Level Management, Service Request Management, Service Validation and Testing
  • Required Definitions for the Foundation Exam and Key Differences Foundation-Tested Practices

Module 10: Technical Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Deployment Management, Infrastructure and Platform Management, Software Development and Management

Module 11: Conclusion

  • Review Exam Content
  • Final Thoughts on Taking the Exam
View all course details
  • 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.
View all course details

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.

 

View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
Meet Your Instructor Doug Tedder
3 min
Welcome: COURSE UPDATE
2 min
00: Introduction
20 min
01: Foundation
4 min
02: Foundation: Key Definitions
30 min
03: Foundation: Dimensions of Service Management
23 min
04: Foundation: Service Value System (SVS)
15 min
05: Foundation: Service Value Chain (SVC)
24 min
06: Foundation: Guiding Priniciples
24 min
07: Foundation Summary
16 min
DPI Update
5 min
08: Direct, Plan & Improve
21 min
09: DPI: Policies, Controls and Guidelines
17 min
10: DPI: Governance, Risk and Compliance
18 min
11: DPI: Organizational Change Management and Communication
24 min
12: DPI: Effective Communication
22 min
13: DPI Summary
7 min
CDS Update
1 min
14: Create, Deliver & Support
21 min
15: CDS: Team Culture and Differences
17 min
16: CDS: Employee Satisfaction Management
32 min
17: CDS: Results-Based Measuring & Reporting
18 min
18: CDS: Know How Practices Contribute
30 min
19: CDS: The Value Stream for a New Service
13 min
20: CDS: The Value Stream for User Support
15 min
21: CDS: Know How to Create, Deliver & Support
35 min
22: CDS Summary
6 min
DSV Update
2 min
23: Drive Stakeholder Value
24 min
24: DSV: Explore to Engage
41 min
25: DSV: Shape, Demand and Define Service Offerings
24 min
26: DSV: Designing Digital Service Experiences
25 min
27: DSV: Agree
41 min
28: DSV: Onboard
17 min
29: DSV: Co-Create
20 min
30: DSV: User Communities
14 min
31: DSV: Realize Value
30 min
32: DSV: The Customer Journey
16 min
33: DSV Summary
10 min
34: High Velocity IT
25 min
35: HVIT: Objectives
20 min
36: HVIT: ITIL 4 and the Digital Product Lifecycle
29 min
37: HVIT: Service Value Chain
17 min
38: HVIT: Fundamental Concepts for Delivering HVIT
21 min
39: HVIT: Safety Culture
18 min
40: HVIT: Lean Culture
23 min
41: HVIT Summary
3 min
42: Managing Professional Transition Summary
11 min
Course Survey
View all course details

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
View all course details

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
View all course details

The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series.  Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams. 

When you complete this course you will know how to:

  • Improve established practices
  • Understand how services are developed
  • Know how users are supported with value streams
  • Increase service efficiency
  • Create effective work flows

The Create, Deliver and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment. 

    Why Should You Take This Course?

    Everyone who is involved in creating, delivering and supporting services in the digital world.  Today's world is all about creating and delivering effective services that are designed to meet and exceed customer expectations.  Understanding how to effectively create, deliver and support services is a must.  If you are involved in creating, delivering, supporting and/or managing of services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organizations digitally enabled products and services. 

    Course Features

    • Lifetime Course Access
    • Video Tutorials
    • Instructor Q&A Support
    • AXELOS Official CDS Publication PDF Version
    • 1 PeopleCert Exam Voucher
    • 1 Free Exam Retake if Required

    Who Should Take This Course?

    This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.

    View all course details
    Video Title
    Length
    00: Introduction
    12 min
    ITIL Practice Guides
    11 min
    01: Plan and Build a Service Value Stream
    23 min
    02: Team Culture
    9 min
    03: Customer Orientation
    11 min
    Customer Orientation Exercise
    1 min
    04: Shift-Left Approach
    11 min
    05: Plan & Manage Resources
    22 min
    06: Using Value Streams to Release a New Service Part 1
    24 min
    07: Using Value Streams to Release a New Service Part 2
    13 min
    New Service Value Stream Exercise
    1 min
    08: Service Design Practice
    17 min
    09: Software Development & Management Practice
    13 min
    10: Deployment Management Practice
    17 min
    11: Release Management Practice
    12 min
    12: Service Validation & Testing (SVT) Practice
    19 min
    13:  Change Enablement (ChE) Practice
    26 min
    14: User Support Value Stream Steps 1 to 3
    22 min
    15: User Support Value Stream Steps 4 to 7
    10 min
    User Support Value Stream Exercise
    1 min
    16: Monitoring & Event Management (MEM) Practice
    22 min
    17: The Service Desk (SDesk) Practice
    22 min
    18: Incident Management (IM) Practice
    17 min
    19: Problem Management (PM) Practice
    17 min
    20: Knowledge Management (KM) Practice
    23 min
    21: Service Level Management (SLM) Practice
    28 min
    22: How to Create, Deliver and Support Services Part 1
    26 min
    23: How to Create, Deliver and Support Services Part 2
    20 min
    24: Course Summary & Exam Tips
    6 min
    View all course details

    00: Introduction

    01: Plan and Build a Service Value Stream

    • Planning
    • Organizational Structures
    • Cooperation & Collaboration
    • Work & Tasks

    02: Team Culture

    • How Teams Work
    • Cultural Fit
    • Continual Improvement Culture

    03: Customer Orientation

    • Customer Oriented Strategy
    • Customer Delight
    • Feedback Types
    • Communication Feedback

    Customer Orientation Exercise

    04: Shift-Left Approach

    • Benefits of Shift-Left
    • Applying Shift-Left

    05: Plan & Manage Resources

    • Teams
    • Workforce & Talent Management Practice
    • Capacity Planning
    • Result-Based Measurement
    • Continual Improvement Culture

    06: Using Value Streams to Release a New Service Part 1

    • Adding New Services
    • From Demand to Value
    • Agile User Stories Template
    • Practices/Activities Involved

    07: Using Value Streams to Release a New Service Part 2

    • Build, Configure or Buy Service Components
    • Practices/Activities Involved
    • Deploying Service Components
    • Releasing a New Service

    08: Service Design Practice

    • Purpose
    • Scope
    • Practice Success Factors

     09: Software Development & Management Practice

    • Purpose
    • Scope
    • Lifecycle Coverage
    • Practice Success Factors

    10: Deployment Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    11: Release Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    12: Service Validation & Testing Practice

    • Purpose
    • Scope
    • Practice Success Factors

    13: Change Enablement Practice

    • Purpose
    • Scope
    • Practice Success Factors

    14: User Support Value Stream Steps 1 to 3

    • Value Stream Integration
    • Value Leakage
    • Demand & Value
    • Fixing and Deploying the Value Stream

    15: User Support Value Stream Steps 4 to 7

    • Deploy Fix
    • Verify Incident Resolution
    • Contributing Practices
    • Request User Feedback
    • Identify Opportunities for Improvement

    16; Monitoring and Event Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    17: The Service Value Stream Practice

    • Purpose
    • Scope
    • Practice Success Factors

    18: Incident Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    19: Problem Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    20: Knowledge Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    21: Service Level Management Practice

    • Purpose
    • Scope
    • Practice Success Factors

    22: How to Create, Deliver and Support Services Part 1

    • Coordinate
    • Prioritize
    • Structure Work

    23: How to Create Deliver and Support Services Part 2

    • Sourcing
    • Selecting Vendors
    • Integrating Suppliers

    24: Course Summary & Exam Tips

    View all course details

    In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

    View all course details

    PeopleCert Accreditation

    GogoTraining is a PeopleCert Accredited Training Organization (ATO) and the Drive Stakeholder Value course is fully Accredited by AXELOS and PeopleCert and taught by Globally Recognized ITSM Leader, Dr. Suzanne Van Hove. 

    Course Goal

    The goal of the course is to enable professionals to gain an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners in order to enhance the performance of their organization.

    Is This Course For You?

    If you are an IT Leader, ITSM Practitioner or a member of the ITIL Support Team, then this course is for you.

    Key Features

    •   Lifetime Course Access
    •   Instructor Support to Answer Your Questions
    •   Exam Fee Included
    •   Take2 Exam Included If Required
    •   AXELOS Official Publication Included

    Course Overview

    In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers and partners.  Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.

    Continuing Education Credits

    • 20 PUDs for Self-Paced Learning
    • PeopleCert Accredited Letter of Course Attendance
    • AXELOS Accredited Training Partner

    How to Achieve the ITIL 4 Managing Professional Designation

    The ITIL 4 Specialist: DSV Certification is one of the four ITIL 4 Managing Professional courses required for individuals to take in order to achieve the ITIL 4 Managing Professional designation.  The ITIL 4 Managing Professional Designation enables ITSM Professionals to successfully run IT-enabled services and teams.  It also helps professionals understand the impact and value of agile and lean work processes and how to effectively embrace them in their organization.

    In addition to DSV you will need to complete Create, Deliver and Support (CDS), High-Voltage IT (HVIT) and Direct, Plan and Improve (DPI) to achieve your Managing Professional Designation.

    Prerequisites

    In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

    Contact Us

    We look forward to having you join the GogoTraining Family and achieve your DSV Certification.  If you need more than one course or have a group to train, please contact us.

    View all course details
    Video Title
    Length
    View all course details

    00: Introduction

    01: Concept of Customer Journey

    • Customer Journey Defined
    • Steps of the Customer Journey
    • Relating Value Streams & Customer Journeys
    • Aspects of Customer & User Experience
    • Key Definitions

    Exercise: Customer Journey

    02: Design & Improve Customer Journeys

    • Mapping Customer Journeys
    • Elements of Customer Journey
    • Understand the Customer Experience
    • Designing Thinking
    • Measure & Improve the Customer Journey

    03: Step 1: Explore

    • Purpose of the Explore
    • Targeting Markets & Stakeholders
    • Market Characteristics
    • Market Segmentation

    04: Marketing Activities & Techniques

    • Targeting Markets
    • Marketplace & Marketspace
    • Personalizing & Profiling
    • Brand & Reputation
    • Sustainability

    05: Customer Needs and Factors that Affect Them

    • Understanding Customers and Their Needs
    • Stakeholder Analysis
    • External & Internal Factors
    • SWOT Analysis
    • Identify & Analyze Consumers

    06: Identify Service Providers & Value Proposition

    • Choosing a Provider
    • Considerations When Choosing a Provider
    • Industry Standards; Reference Architectures

    07: Step 2: Engage

    • Fostering Stakeholder Relationships
    • Purpose of Engage
    • Mutual Readiness & Maturity
    • Relationship Types

    08: Supplier & Partner Relationship Types

    • Service Relationship Basics
    • Foster Relationships in Different Environments
    • Service Relationship Types

    09: Managing Suppliers and Partners

    • Key Considerations
    • Models for Service Integration
    • Relationship Management Service Integrator Activities
    • Supplier Management Practice Guidance

    Exercise: Service Relationships

    10: Develop Customer Relationships; Analyze Customer Needs

    • Building Service Relationships
    • Service Relationship Ladder
    • Tools to Support and Sustain Customer Engagement
    • Three C’s Trustworthiness Model
    • Understand Provider Capabilities and Customer Needs

    11: Communicate & Collaborate

    • Communication, Cooperation, Collaboration
    • Listening Skills
    • Modes of Listening
    • Communication & Diversity

    12: Relationship Management Practice

    • Purpose
    • Practice Success Factors (PSF) for Relationship Management Practice

    13: Supplier Management Practice

    • Purpose
    • Benefits
    • Practice Success Factors (PSF) for Supplier Management

    14: Step 3: Offer

    • Purpose of Shaping Demand & Service Offering
    • Managing Demand and Opportunities
    • Optimizing Capacity
    • Shaping Demand
    • Service Improvement Opportunities
    • Building a Business Case

    15: Methods for Designing Service Experience

    • Lean Thinking
    • Agile Product & Service Development
    • User-Centered Design & Service Design Thinking
    • Service Blueprint
    • Design for Onboarding

    16: Approaches for Selling and Obtaining Services

    • Selling & Obtaining Service Offerings
    • Pricing & Pricing Options
    • Internal Sales
    • External Sales
    • Methods to Request Products & Services

    17: Requirements Management

    • Specify & Manage Customer Requirements
    • Managing Requirements
    • Minimum Viable Product & User Stories
    • Moscow & Weighted Shortest Job First (WSJF)

    18: Business Analyst Practice

    • Purpose
    • Business Analyst Adapting to Agile Ways of Working
    • Practice Success Factors

    19: Step 4: Agree

    • Purpose
    • Aligning Expectations & Agreeing Services
    • Plan for Value Co-Creation
    • Service Interaction Model
    • Characteristics of Services

    20: Negotiate and Agree

    • Gaining Consumer Agreement
    • Service Level Agreement Content & Structure
    • Utility & Warranty
    • User Experience
    • Development of Experience Level Agreement (XLA)

    21: Service Level Management Practice

    • Purpose, Scope & Activities
    • Service Level Agreements (SLA)
    • SLM Metrics
    • Practice Success Factors (PSF)
    • Using Guiding Principles for SLM

    22: Step 5: Onboard

    • Purpose of Onboarding/Offboarding
    • Onboarding Activities
    • Utilize Service Design Thinking
    • Key Onboard/Offboard Activities
    • Practice Interfaces

    23: Fostering User Relationships

    • Relating with Users
    • Considering User Experience (UX)
    • Fostering Relationships with Corporate Users
    • Relationship Management with Users

    24: Enabling Users for Service Use

    • Necessary Skills and Rights
    • Required Checks Before Services are Utilized
    • Practice Interfaces

    25: Elevate Mutual Capabilities

    • Techniques Used by Providers
    • How Consumers can Help the Service Provider
    • Using Guiding Principles to Improve User Capabilities

    26: Prepare Onboard/Offboard Plans

    • Approach to Onboarding
    • Applying the Four Dimensions To Onboarding Plans
    • Onboarding Scope, Actions & Control
    • Offboarding Customers & Users
    • Practice Interfaces

    27: User Engagement & Delivery Channels

    • Channels Used by Users
    • Omnichannel Management
    • Shift Left
    • Social Media Support

    28: Service Catalog Management Practice

    • Purpose
    • Practice Success Factors (PSF)
    • Using the Four Dimensions to Create the Catalog
    • Automating the Service Catalog
    • Monitoring and Measuring the Service Catalog

    29: Service Desk Practice

    • Purpose
    • Key Terms and Concepts
    • Practice Success Factors (PSF)
    • Types Of Service Channels
    • Examples of Channels and Their Challenges

    30: Step 6: Co-Create

    • Purpose of Service Provision/Consumption
    • Fostering a Service Mindset
    • Using Guiding Principles to Develop Service Mindset

    31: Triaging User Requests, Moments of Truth

    • Service Desk Interactions
    • Agreed Rules for Triage, Prioritization, and Resolution
    • Moments of Truth
    • Intelligent Disobedience

    32: User Communities

    • User Community Activities
    • Benefits
    • Creation and Maintenance
    • Superusers

    33: Encouraging Customer/User Feedback

    • Establish Continual Effective Feedback Gathering
    • Challenges and Solutions for Customer and User Feedback

    34: Service Request Management Practice

    • Purpose
    • Practice Success Factors (PSF)
    • Request Catalog
    • Fulfill Requests to Agreed Procedure

    35: Step 7: Realize

    • Service Value Defined
    • Realizing Service Value
    • Evaluating Value Realization
    • Track, Assess & Evaluate Value Co-Creation

    36: Measuring Service Usage & Satisfaction

    • Tracking Customer Experience (CX) & Satisfaction
    • Methods to Monitor Customer Experience
    • Tracking Service Usage

    37: Methods to Track/Monitor Service Value

    • Service Value Indicator
    • Tracking Value Realization
    • Service Profit Chain
    • Qualitative Measurement
    • Tracking Performance, Output & Outcome

    38: Charging Mechanisms

    • Charging Policies
    • Charging & Billing
    • Cost Allocation Models
    • Define Chargeable Items
    • Measuring Service Usage

    39: Validate Service Value, Report Service Outcomes

    • Realizing Service Value
    • Assess & Report Value Realization
    • Evaluation & Verification
    • Track, Assess & Evaluate Outcomes

    Exercise: Measuring Value Realization

    40: Evaluate & Improve Customer Journey

    • Evaluate Value Realization & Improve Customer Journeys
    • Continual Improvement: Sources of Improvement

    41: Portfolio Management Practice

    • Purpose
    • Portfolio Types
    • How portfolios Enable ROI
    • Practice Success Factors (PSF)

    42: Course Summary

    View all course details

    The Direct, Plan and Improve (DPI) Certification is part of the ITIL 4 Managing Professional and Strategic Leader Track.  The course/certification was designed to provide candidates with the practical skills necessary to create an IT organizations centered on ‘Learning and improving’ from a practical and strategic direction.

    Who Should Take DPI?

    • ITIL Practitioners
    • Continuous Improvement Managers
    • Change Managers
    • IT Operation Managers
    • Enterprise Architects
    • Service Designers
    • Risk Managers
    • Compliance Managers
    • Cloud System Engineers
    • Key Managers and Executives who interact with IT and deliver Digital Services

    Why is DPI Important?

    DPI is seen as an important course for both Managing Professionals and Strategic Leaders because it provides practical and strategic methods for delivering continual service improvement.  DPI focuses on establishing a ‘learning and improving’ IT organization, keeping in mind a strong and effective strategic direction. Core practical skills revolve around planning and delivering continual improvement with a key characteristic of agility.

      Learning Outcomes

      When you complete this class you will:

      • Understand the scope of what is to be directed and/or planned
      • Know how to use key principles and methods of direction
      • Be able to plan using key principles and methods
      • Know how to define effective policies, controls and guidelines
      • Understand the role of risk and risk management in DPI
      • Identify how governance impacts DPI
      • Know how to ensure controls are sufficient and not excessive
      • Understand the nature, scope and potential benefits of organizational change management
      • Facilitate key principles and methods of communications and OCM
      • Identify and manage all types of stakeholders
      • Effectively communicate and influence others
      • Create effective feedback channels
      • Understand how Lean and Agile methods can be leveraged
      • How to successfully apply DPI Concepts in the real world
      • How to create a “learning and improving’ IT organization
      • Be prepared to pass the official ITIL 4 Direct, Plan and Improve Course

      Why This Course is the Best Direct, Plan and Improve Course to Take?

      • When you take this course you receive instruction from a world-wide leader in the field, Dr. Suzanne Van Hove
      • At GogoTraining we bring the classroom to live online so you direct your learning schedule in the most flexible way with online 24/7 access to the course and you have access to the instructor to ask questions.
      • All materials are available online
      • The course is Accredited by PeopleCert
      • We are a PeopleCert and AXELOS Training and Exam Partners
      • You receive 1 year access to the course
      • You receive a free exam retake voucher
      • You receive the best customer service in the world
      View all course details
      Video Title
      Length
      Meet Your Instructor Dr. Suzanne Van Hove
      4 min
      00: Introduction to Direct, Plan & Improve
      11 min
      01: Direct, Plan & Improve: Key Concepts
      18 min
      02: Understanding ‘Scope’ and Applying Direct, Plan & Improve
      20 min
      03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System
      30 min
      04: Continual Improvement
      18 min
      05: Continual Improvement: Assessment Methods
      21 min
      06: Continual Improvement: Where do we want to be?
      16 min
      07: Continual Improvement: Keeping Up Momentum
      8 min
      08: Organizational Change Management (OCM) and Communication
      19 min
      09: Organizational Change Management (OCM): Practice Success Factors (PSFs)
      13 min
      10: Organizational Change Management (OCM): Stakeholders
      16 min
      11: Organizational Change Management (OCM): Communication Principles
      21 min
      12: Measurement and Reporting in Direct, Plan & Improve
      19 min
      13: Measure & Report: Planning and Evaluation Model
      16 min
      14: Direct, Plan & Improve Value Streams and Practices
      25 min
      15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve
      32 min
      16: Summary
      5 min
      Course Survey
      View all course details

      Module 00: Introduction to Direct, Plan & Improve

      • ITIL 4 Certification Overview
      • Direct, Plan & Improve Publications
      • Direct Plan & Improve Learning Outcomes

      Module 01: Direct, Plan & Improve: Key Concepts

      • Key DPI Concepts
      • Key DPI Terms
      • How Value, Outcomes, Costs and Risks Relate to DPI
      • Measurement and Reporting

      Module 02: Understanding ‘Scope’ and Applying Direct, Plan & Improve

      • Strategic Planning
      • Cascading Objectives
      • Policies, Controls and Guidelines
      • Decision Making Authority

      Module 03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System

      • The Role of Governance, Risk and Compliance
      • How to Integrate Governance, Risk and Compliance into the SVS
      • Risk Management in DPI
      • Governance and DPI

      Module 04: Continual Improvement

      • Key Principles and Methods
      • Continual Improvement Model

      Module 05: Continual Improvement: Assessment Methods

      • How to Identify Assessment Criteria
      • Data Collection
      • Selecting Assessment Methods
      • Assessment Methods and Outputs

      Module 06: Continual Improvement: Where do we want to be?

      • Defining the Next Point
      • Priority and Scope
      • Outcomes
      • Take Action

      Module 07: Continual Improvement: Keeping Up Momentum

      • Keeping People Engaged
      • Lessons Learned Analysis
      • Measurement and Reporting Practice

      Module 08: Organizational Change Management (OCM) and Communication

      • Key Principles
      • OCM Purpose and Application
      • Key Terms, Principles and Scope

      Module 09: Organizational Change Management: Practice Success Factors (PSFs)

      • Types of PCFs
      • Key Metrics
      • OCM and the SVC

      Module 10: Organizational Change Management: Stakeholders

      • Identifying and Managing Stakeholders

      Module 11: Organizational Change Management: Communication Principles

      • Types of Effective Communication
      • Communication Feedback Channels
      • Effective Interfaces

      Module 12: Measurement and Reporting in Direct, Plan & Improve

      • Key Terms and Definitions
      • Reporting Good Practices
      • Types of Measurement

      Module 13: Measure & Report: Planning and Evaluation Model

      • Purposed and Objectives of the Planning and Evaluation Model
      • Balanced Scorecard
      • Success Factors and KPIs

      Module 14: Direct, Plan & Improve Value Streams and Practices

      • Differences Between Value Streams and Practices
      • Value Stream Mapping
      • Measuring the Four Dimensions
      • Workflow
      • Feedback

      Module 15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve

      • Applying the 7 Guiding Principles
      • Optimizing and Creating Workflows
      • Efficient Designs and Workflow Metrics
      • Theory of Constraints and Kanban
      • Institutionalizing Change

      Module 16: Summary

      View all course details

      In order to take the DPI course and exam candidates must hold the ITIL 4 Foundation Certification.  Anyone who has taken the ITIL 4 Managing Professional Transition course may also take this class.

      View all course details

      The ITIL 4 Leader: Digital & IT Strategy Certification is a senior level course/certification designed for individuals with three (3) or more years of management experience.  It focuses on the importance and challenges of creating an appropriate digital strategy to enable success across departments and organizations.  It also looks at how the digital business strategy can (and should) be integrated into the IT strategy and aligned with the wider organization’s goals.

      The course explores the use of the ITIL framework to support organizations in their digital transformation journey by providing a structured and flexible approach for addressing service management challenges and utilizing the potential of modern technology to get the most value from digital technology.  It also adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts into strategic levels among companies and business leaders. 

      Course Features

      • This course is taught by ITIL Expert and IT Service Management Leader, Dr. Suzanne Van Hove. 
      • When you take this course you have direct access to Suzanne to ask questions and gain from her experience.
      • This course in a self-paced on-demand course so you drive your training schedule.  
      • The course comes with 1 Year Access
      • Course Materials
      • You will receive 4 Case Study Assignments that Dr. Van Hove will grade.
      • Sample Exams
      • Exam Advice

      ITIL 4 Practices

      The course covers the following ITIL 4 practices to enable students to understand the factors that contribute to success in this arena:

      • Architecture Management
      • Measurement and Reporting 
      • Portfolio Management
      • Risk Management
      • Service Financial Management
      • Strategy Management
      • Workforce and Talent Management

          Who Should Take This Course?

          This course is designed for professionals across organizations who would like guidance and certification in the practices that will enable them to help craft a digital vision, shape an IT and business strategy and drive organizational change including:

          • IT Service Managers
          • Business Directors
          • Heads of Departments
          • Experienced Professionals looking to advanced their career 
          • Seasoned Project Managers and Business Analysts who want to learn about IT Strategy

           

          View all course details
          Video Title
          Length
          Meet Your Instructor Dr. Suzanne Van Hove
          4 min
          00: Course Introduction
          15 min
          01: DITS Case Study
          13 min
          02: DITS Overview
          11 min
          03: DITS and the Guiding Principles
          4 min
          04: Key Concepts Applied to Strategy
          10 min
          05: Products and Services
          20 min
          06: DITS and the SVS
          12 min
          07: Strategy Management (StM) Practice
          22 min
          08: DITS, SVS SVC Creating Value
          19 min
          09: Digital Disruption and Organizational Viability
          8 min
          10: VUCA (Practical Assignments)
          19 min
          11: Digital Transformation (Practical Assignments)
          15 min
          12: Digital Disruption and Organizational Viability
          6 min
          13: Influencing an Organizational Position
          11 min
          14: Digital Positioning Tools (Practical Assignments)
          10 min
          15: Digital Positioning Models (Practical Assignments)
          11 min
          16: Customer/Market Relevance and Operational Excellence
          12 min
          17: Omnichannel Delivery and Support
          10 min
          18: Achieving Operational Excellence
          10 min
          19: Service Optimization
          10 min
          20: Financial Aspects of DITS
          12 min
          21: Funding Projects, Products, Services
          9 min
          22: Service Financial Management (SFM) Practice
          9 min
          23: Portfolio Management Practice
          11 min
          24: Strategic Approaches for Digital Organizations (Practical Assignments)
          20 min
          25: Social Responsibility & Sustainability (Practical Assignments)
          8 min
          26: Risk and Opportunities
          24 min
          27: Risk Management (RM) Practice
          11 min
          28: Encouraging & Managing Innovation
          14 min
          29: Technology Adoption Lifecycle
          14 min
          30: Creating a Digital Strategy
          13 min
          31: Vision and Strategy
          14 min
          32: Using a Business Case for DITS
          15 min
          33: Implementing Digital Strategy
          10 min
          34: Architecture Management (AM) Practice
          11 min
          35: Workforce & Talent Mangement (WTM) Practice
          16 min
          36: Skills for Digital Leaders
          14 min
          37: Leadership Skills
          13 min
          38: Strategy Coordination & Implementation (Practical Assignments)
          12 min
          39: Large-Scale Transformation (Practical Assignments)
          9 min
          40: Parallel Operating Models (POMs)
          16 min
          41: Assessing the Success of a DITS
          10 min
          42: Objectives & Key Results (OKR)
          12 min
          43: Instrumenting Strategy
          9 min
          44: Measurement and Reporting (MR) Practice
          8 min
          45: Activities of a Digital Transformation Program (Practical Assignments)
          9 min
          46: Course Summary
          6 min
          Course Survey
          View all course details

          Module 00: Course Introduction

          Module 01: DITS Case Study

          • Analysis of the DITS Case Study and Risk Assessment Report

          Module 02: DITS Overview

          • Background and Introductory Information

          Module 03: DITS and the Guiding Principles

          • Apply the ITIL Guiding Principles to All Aspects of DITS

          Module 04: Key Concepts Applied to Strategy

          • Understand ‘Digital’ Concepts – Digital Technology, Digital Business, Digital Organization, Digital Transformation, Digitization

          Module 05: Products and Services

          • Differentiate Between Product and Service Management, Digital and IT Strategies, Business Strategies and Business Models

          Module 06: DITS and the SVS

          • Opportunity/Demand; Value
          • Governance; Continual Improvement
          • Practices

          Module 07: Strategy Management (StM) Practice

          • Purpose
          • Practice Success Factors

          Module 08: DITS, SVS SVC Creating Value

          • External Analysis: PESTLE 
          • Internal Analysis: Four Dimensions 

          Module 09: Digital Disruption and Organizational Viability

          • Organizational Viability, Agility, Resilience

          Module 10: VUCA (Practical Assignments)

          • Explain and Apply VUCA

          Module 11: Digital Transformation (Practical Assignments)

          • VUCA & Digital Transformation 
          • Applying HVIT Concepts

          Module 12: Digital Disruption and Organizational Viability

          • Three Levels of Digital Disruption: Ecosystem, Industry/Market, Organization

          Module 13: Influencing an Organizational Position

          • Customer/Market Relevance
          • Operational Excellence

          Module 14: Digital Positioning Tools (Practical Assignments)

          • Digital Positioning Tools: Maturity Models, Digital Positioning Models
          • Maturity Models

          Module 15: Digital Positioning Models (Practical Assignments)

          • Digital Positioning Models
          • Practical Assignment #1

          Module 16: Customer/Market Relevance and Operational Excellence

          • Achieve Customer/Market Relevance
          • Customer Vs. Market Relevance Definitions
          • Customer Journey

          Module 17: Omnichannel Delivery and Support

          • Omnichannel Delivery
          • Context Sensitive Delivery and Support
          • Customer AnalyticsCustomer 360 And Feedback

          Module 18: Achieving Operational Excellence

          • Relationship Between the Four Dimensions and Operational Excellence
          • Competitive Advantage, Continual Improvement, Automation

          Module 19: Service Optimization

          • Service Optimization
          • Technology Replacement Modernization
          • Sourcing Strategies
          • Workforce Strategies
          • Employee 360 Approach

          Module 20: Financial Aspects of DITS

          • Policies 
          • Portfolios

          Module 21: Funding Projects, Products, Services

          • Funding Projects, Products/Services 
          • Balancing Innovation and Operations
          • Charging and Charging Models

          Module 22: Service Financial Management (SFM) Practice

          • Purpose
          • Practice Success Factors

          Module 23: Portfolio Management Practice

          • Purpose
          • Practice Success Factors

          Module 24: Strategic Approaches for Digital Organizations (Practical Assignments)

          • Barrett Model
          • Evolution. Innovation
          • Agility & Resilience
          • Organizational Change Management, Knowledge Management 

          Module 25: Social Responsibility & Sustainability (Practical Assignments)

          • Social Responsibility, Sustainability
          • Triple Bottom Line
          • Employee Fulfillment
          • Practical Assignment #2

          Module 26: Risk and Opportunities

          • Risk Management for Digital Organizations
          • Risk Definitions, DICE, Risk Posture/Capacity/Appetite/Attitude
          • Qualitative and Quantitative Assessment
          • Risk Treatment

          Module 27: Risk Management (RM) Practice

          • Purpose
          • Practice Success Factors

          Module 28: Encouraging & Managing Innovation

          • What Is It 
          • Innovation Management

          Module 29: Technology Adoption Lifecycle

          • Technology Adoption Lifecycle
          • Developing an Innovation Culture

          Module 30: Creating a Digital Strategy

          • Digital Readiness Assessment
          • Evaluating Current Capabilities

          Module 31: Vision and Strategy

          • What is a Vision?
          • Strategic Planning

          Module 32: Using a Business Case for DITS

          • Business Case, Portfolio, and Strategy Relationships
          • Communicating a Business Case
          • Dealing with Resistance

          Module 33: Implementing Digital Strategy

          • Operating Models 
          • Organizational Structure

          Module 34: Architecture Management (AM) Practice

          • Purpose
          • Practice Success Factors

          Module 35: Workforce & Talent Management (WTM) Practice

          • Purpose
          • Practice Success Factors

          Module 36: Skills for Digital Leaders

          • Digital Mindset
          • Communication & Relationship Management 
          • Agile Management 

          Module 37: Leadership Skills

          • Leadership Skills
          • Education/Learning/Training

          Module 38: Strategy Coordination & Implementation (Practical Assignments)

          • Strategy Implementation – General Information
          • Satir Model

          Module 39: Large-Scale Transformation (Practical Assignments)

          • Large-Scale Implementation
          • Incremental Implementation
          • Mergers/Acquisitions
          • Individual Change Implementation
          • Practical Assignment #3

          Module 40: Parallel Operating Models (POMs)

          • Cannibalism, Erosion
          • Concurrence
          • Synergism

          Module 41: Assessing the Success of a DITS

          • Metrics
          • Cascading/Linking Measurements

          Module 42: Objectives & Key Results (OKR)

          • Objectives & Key Results (OKRs)
          • Measurement Principles: Progress, Performance, Relevance

          Module 43: Instrumenting Strategy

          • Instrumenting Strategy
          • Operational Reports/Dashboards
          • Analytical Reports

          Module 44: Measurement and Reporting (MR) Practice

          • Purpose
          • Practice Success Factors

          Module 45: Activities of a Digital Transformation Program (Practical Assignments)

          • Define Activities by Scope and Objective of the Transformation

          Module 46: Course Summary

          View all course details

          All students must have a minimum of three (3) years IT Managerial Experience in order to qualify to take this course.

          There are two paths to qualifying to take the Digital and IT Strategy (DITS) Course:

          • Take and complete the ITIL 4 Foundation Certification
          • Take and complete the ITIL 4 Managing Professional Certification

          Please note that if you are ITIL 4 Managing Professional Certified, after you take and successfully complete the DITS course you will have the DITS Certification and the ITIL 4 Strategic Leader Designation.  If you come to this course from the ITIL 4 Foundation Certification, then you will need to take this course and the ITIL 4 Strategic Leader Direct, Plan and Improve Course to hold the ITIL 4 Strategic Leader Designation.

          View all course details

          ITIL® V3 Training Courses

          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.

           

          View all course details
          Video Title
          Length
          00: Course Introduction: ITIL® 2011: Foundation
          10 min
          The ITIL® Foundation Study Plan
          4 min
          01: Exam Tips
          5 min
          02: Introduction to the Service Lifecycle
          24 min
          03: Service Management as a Practice - Introduction
          20 min
          04: Service Management as a Practice - Key Elements
          16 min
          05: Key Principles, Models and Concepts - Processes and Functions
          17 min
          06: Key Principles, Models and Concepts - ITSM Roles
          18 min
          07: Key Principles, Models and Concepts - Elements of Service Management
          14 min
          08: Lifecycle Phases - Service Strategy
          16 min
          09: Lifecycle Phases - Service Design
          15 min
          10: Lifecycle Phases - Service Transition
          12 min
          11: Lifecycle Phases - Service Operation
          8 min
          12: Lifecycle Phases - Continual Service Improvement
          28 min
          13: Lifecycle Processes - A Service Strategy Perspective
          16 min
          14: Lifecycle Processes - A Service Design Perspective
          14 min
          15: Lifecycle Processes - Service Level Management
          24 min
          16: Lifecycle Processes - Availability & Capacity Management
          22 min
          17: Lifecycle Processes - ITSCM, ISM, Supplier Management
          20 min
          18: Lifecycle Processes: SACM and TSP
          22 min
          19: Lifecycle Processes - Change Management
          24 min
          20: Lifecycle Processes - Release & Deployment Management & Knowledge Management
          30 min
          21: Lifecycle Processes - A Service Operation Perspective
          14 min
          22: Lifecycle Processes - Incident Management
          25 min
          23: Lifecycle Processes - Problem Management
          25 min
          24: Lifecycle Processes - A Continual Service Improvement Perspective
          9 min
          25: Service Management Functions - Introduction
          18 min
          26: Service Management Functions - Management
          11 min
          Course Survey
          View all course details

          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
          View all course details

          GogoTraining's ITIl Pracitioner course is accredited by AXELOS and PEOPLECERT.

          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.  

          If you hold the ITIL® Foundation certificate and are ‘ready’ to lead the adopt and adapt improvement initiative, then you are in the right place. The Foundation Certification provides the ‘what’ and ‘why’ of Service Management but really offers no concrete information on the ‘how.’ The Foundation course is focused on the basics of Service Management – the benefits of a process-driven framework to create business value from well-defined, designed, delivered and managed services. The Practitioner extends the best practice information to a methodological level – the ‘how’ of introducing new or changed services (or management practices). Understanding the information that is presented will still need to be ‘adopted and adapted’ to fit the Practitioner’s comfort as well as the needs of the business.

          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

          This course is taught by Dr. Suzanne Van Hove.  In the course you have unlimited access to her Video Lessons, the Student Guide, the ITIL Practitioner Students Guide, the Courseware Syllabus, the Candidate Syllabus, the ITIL Practitioner Training Plan, Sample Exams 1 and 2 and all Course Exercises and Solutions.  You will also have access to the Online Questions and Answer Forum.

          View all course details
          Video Title
          Length
          00: Course Introduction: ITIL® Practitioner
          6 min
          01: Exam Tips
          6 min
          02: Introduction
          22 min
          03: Solutions to Exercises 1-3
          14 min
          04: ITIL V3 Guiding Principles
          24 min
          05: Solutions to Exercise 4
          8 min
          06: The Continual Service Improvement (CSI) Approach
          29 min
          07: Solutions to Exercise 5
          16 min
          08: Metrics & Measurements
          34 min
          09: Solutions to Exercise 6
          11 min
          10: Communication Benefits & Best Practices
          27 min
          11: Solutions to Exercise 7
          12 min
          12: Organizational Change Management
          28 min
          13: Solutions to Exercise 8
          12 min
          Course Survey
          View all course details

          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

           

           

          View all course details
          • ITIL Foundation certificate (2011 or 2007 version or the v2 Certificate with the Foundation Bridge)
          • Read ITIL Practitioner Guidance (this is a separate book that should be purchased as it can be usable during the exam). The book is NOT included in the course price. Purchase the book here: www.amazon.com/ITIL

           

          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.

           

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

          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.

          View all course details
          Video Title
          Length
          00: Course Introduction
          5 min
          01: Exam Tips
          4 min
          02: Service Management as a Practice: Introduction
          30 min
          03: Service Management as a Practice: Service Strategy
          16 min
          04: Exercise: ITSM and Failure
          6 min
          05: Strategy and Services
          9 min
          06: Services and Value
          26 min
          07: Customers and Service Providers
          21 min
          08: Defining Services
          26 min
          09: Service Economics
          18 min
          10: Sourcing Strategies
          16 min
          11: Strategy Management for IT Services (StM): Introduction
          24 min
          12: Strategy Management for IT Services (StM): Roles, Triggers, Metrics & Challenges
          13 min
          13: Service Portfolio Management (SPM): Introduction
          27 min
          14: Service Portfolio Management (SPM): Roles, Triggers, Metrics & Challenges
          27 min
          15: Financial Management (FM): Introduction
          22 min
          16: Financial Management (FM): Roles, Triggers, Metrics & Challenges
          22 min
          17: Demand Management (DM): Introduction
          28 min
          18: Demand Management (DM): Roles, Triggers, Metrics & Challenges
          11 min
          19: Business Relationship Management (BRM): Introduction
          23 min
          20: Business Relationship Management (BRM): Roles, Triggers, Metrics & Challenges
          17 min
          21: Governance & Organizations: Introduction
          7 min
          22: Governance & Organizations: Development, Departmentalization & Design
          18 min
          23: Implementation & Technology: Service Strategy
          18 min
          24: Implementation & Technology: Service Automation & Interfaces
          17 min
          Course Survey
          View all course details

          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
          View all course details

          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 Strategy 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 publication.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

          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.

          View all course details
          Video Title
          Length
          00: Course Introduction
          5 min
          01: Exam Tips
          4 min
          02: Introduction to Service Management as a Practice
          28 min
          03: Service Management as a Practice: Service Design
          21 min
          04: Exercise: ITSM and Failure
          6 min
          05: Introduction to Service Design Principles
          15 min
          06: Introduction to Design Aspects
          20 min
          07: Design Aspects: Processes & Measurement
          12 min
          08: Design Aspects: Service Oriented Architecture & Design Models
          8 min
          09: Design Coordination
          17 min
          10: Introduction to Service Catalog Management
          9 min
          11: Service Catalog Management (SCatM): Processes, Roles, Triggers & Metrics
          6 min
          12: Introduction to Service Level Management (SLM)
          9 min
          13: Service Level Management (SLM): Processes, Roles, Triggers & Metrics
          26 min
          14: Introduction to Availability Management
          16 min
          15: Availability Management: Processes, Roles, Triggers & Metrics
          22 min
          16: Introduction to Capacity Management
          25 min
          17: Capacity Management (CapM): Processes, Roles, Triggers & Metrics
          12 min
          18: Introduction to IT Service Continuity Management (ITSCM)
          20 min
          19: IT Service Continuity Management (ITSCM): Processes, Roles, Triggers & Metrics
          21 min
          20: Introduction to Information Security Management (ISM)
          15 min
          21: Information Security Management (ISM): Processes, Roles, Triggers & Metrics
          19 min
          22: Supplier Management (SuppM)
          26 min
          23: Implementing Service Design
          8 min
          24: Requirements Engineering
          11 min
          25: Data, Information & Application Management
          17 min
          26: Service Management Technology
          12 min
          Course Survey
          View all course details

          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

          View all course details

          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 Design 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 Design publications.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

          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.

          View all course details
          Video Title
          Length
          00: Course Introduction
          6 min
          01: Exam Tips
          4 min
          02: Introduction to Service Management as a Practice
          24 min
          03: Service Management as a Practice: Service Transition
          25 min
          04: Exercise: ITSM and Failure
          6 min
          05: Service Transition (ST) Policies
          8 min
          06: Managing Service Transition
          15 min
          07: Introduction to Transition Planning & Support (TPS)
          11 min
          08: Transition Planning & Support (TPS): Triggers, Metrics & Challenges
          8 min
          09: Introduction to Change Management (ChM)
          24 min
          10: Change Management (ChM): Triggers, Metrics & Challenges
          20 min
          11: Introduction to Service Asset & Configuration Management (SACM)
          23 min
          12: Service Asset & Configuration Management (SACM): Triggers, Metrics & Challenges
          13 min
          13: Introduction to Release & Deployment Management (RDM)
          13 min
          14: Release & Deployment Management (RDM): Triggers, Metrics & Challenges
          23 min
          15: Service Validation & Testing (SVT) Purpose and Objectives
          10 min
          16: Service Validation and Testing: Focus on Testing
          13 min
          17: Service Validation and Testing: Focus on Process
          12 min
          18: Change Evaluation (ChE)
          17 min
          19: Knowledge Management (KM)
          17 min
          20: Managing People through Service Transitions: Key Principles
          16 min
          21: Managing People through Service Transitions: Readiness, Change & Management
          14 min
          22: Organizing, Implementing & Improving Service Transition
          12 min
          Course Survey
          View all course details

          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
          View all course details

          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 Transition 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 Transition publication.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

          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.

          View all course details
          Video Title
          Length
          00: Course Introduction
          6 min
          01: Exam Tips
          4 min
          02: Service Management as a Practice
          30 min
          03: Overview of Service Operation (SO)
          14 min
          04: Exercise: ITSM and Failure
          6 min
          05: Introduction to Service Operation Principles
          24 min
          06: Service Operation Principles: Documentation, Inputs/Outputs & Technology Considerations
          15 min
          07: Monitoring and Control Fundamentals
          13 min
          08: Monitoring and Control: Objectives, Reporting & Measurement
          22 min
          09: Common Service Operation Activities
          32 min
          10: Service Operation Activities: Improvement & Integration
          22 min
          11: Exercise: ITSM Monitor Control Loop
          2 min
          12: Purpose & Objectives of Event Management
          15 min
          13: Event Management: Triggers & Metrics
          18 min
          14: Request Fulfillment (RF)
          20 min
          15: Request Fulfillment (RF): Triggers & Metrics
          11 min
          16: Overview of Incident Management (IM)
          29 min
          17: Incident Management (IM): Triggers & Metrics
          17 min
          18: Overview of Problem Management (PM)
          18 min
          19: Problem Management (PM): Triggers & Metrics
          14 min
          20: Introduction to Access Management (AccM)
          12 min
          21: Access Management (AccM): Triggers & Metrics
          11 min
          22: Service Desk (SD) Fundamentals
          13 min
          23: Service Desk (SD) Staffing, Metrics & Management
          16 min
          24: Technical Management (TM)
          11 min
          25: IT Operations Management (ITOM)
          8 min
          26: Application Management (AM)
          16 min
          27: Organizational Structures in Service Operation
          5 min
          28: Implementation Considerations
          12 min
          Course Survey
          View all course details

          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

          View all course details

          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 Operation 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 Operation publications.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

          This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL® Continual Service Improvement practice area. In order to sit for the Continual Service Improvement exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited 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.

          The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

          View all course details
          Video Title
          Length
          00: Course Introduction - ITIL® 2011: Continual Service Improvement
          6 min
          01: Exam Tips
          7 min
          02: Key Principles of Service Management as a Practice
          20 min
          03: Service Management as a Practice: Continual Service Improvement
          21 min
          04: Service Management as a Practice: Inputs/Outputs, Challenges & Risks
          18 min
          05: Continual Service Improvement Principles
          21 min
          06: Seven Step Improvement Process
          8 min
          07: Continual Service Improvement Process: Data Gathering & Analysis
          23 min
          08: Continual Service Improvement Process: Triggers, Interfaces & Metrics
          15 min
          09: Key Elements of Continual Service Improvement
          25 min
          10: Continual Service Improvement Methods and Techniques: Measuring, Metrics & Reporting
          22 min
          11: CSI Methods and Techniques: Measuring & Reporting
          12 min
          12: Continual Service Improvement Methods and Techniques: Service Management Processes
          18 min
          13: Implementing Continual Service Improvement
          24 min
          14: Continual Service Improvement Technology Considerations
          19 min
          Course Survey
          View all course details

          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
          View all course details

          Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2007/2011 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

          It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course. 

          Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

          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.

          View all course details
          Video Title
          Length
          00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
          7 min
          01: Service Management as a Practice
          26 min
          02: Processes, Functions and Generic Roles
          19 min
          03: The Four P's of Strategy & Service Portfolio Basics
          16 min
          04: Strategy Management for IT & Design Considerations
          29 min
          05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
          4 min
          06: Essentials of Service Portfolio Management
          25 min
          07: Service Portfolio Management: Policies, Concepts & Activities
          27 min
          08: Service Portfolio Management: Define Services, Prioritize & Authorize
          32 min
          09: Service Portfolio Management: Roles & Metrics
          13 min
          10: Service Catalog Management: Essential Concepts
          18 min
          11: Service Catalog Management: Activities and Metrics
          17 min
          12: Business Relationship Management: Policies & Concepts
          35 min
          13: Business Relationship Management: Activities & Metrics
          31 min
          14: Service Level Management: Purpose & Value
          19 min
          15: Service Level Management: SLA Frameworks
          29 min
          16: Service Level Management: Roles & Metrics
          21 min
          17: Supplier Management: Introduction
          28 min
          18: Supplier Management: Roles & Activities
          28 min
          19: Demand Management: Purpose & Value
          29 min
          20: Demand Management: Roles & Metrics
          13 min
          21: Financial Management: Purpose & Value
          21 min
          22: Financial Management: Accounting Principles
          33 min
          23: Financial Management: Budgeting & Billing
          19 min
          24: Financial Management: Roles and Metrics
          14 min
          25: Service Design Tools & Technology Considerations
          15 min
          26: Exam Tips
          8 min
          Course Survey
          View all course details

          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

          Module 26: Exam Tips

          • Understanding the exam process
          • Exam questions and grading
          • Taking the exam
          • Using the practice exams
          View all course details

          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.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

          This PEOPLCERT accredited training program is for individuals seeking specialist certification in the ITIL® Planning, Protection, and Optimization practice area. In order to sit for the Planning, Protection, and Optimization exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Planning, Protection, and Optimization course.

          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.

          The ITIL Intermediate Qualification: Planning, Protection, and Optimization(PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

          View all course details
          Video Title
          Length
          00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization
          8 min
          01: Exam Tips
          7 min
          02: Overview of Service Management
          19 min
          03: Key Service Management Concepts
          16 min
          04: Principles of Service Design & Design Fundamentals
          26 min
          05: Service Design Aspects, Roles & Management
          17 min
          06: Overview of Demand Management
          24 min
          07: Demand Management Roles & Risks
          24 min
          08: Capacity Management Overview
          21 min
          09: Capacity Management Activities
          17 min
          10: Capacity Management Roles & Risks
          24 min
          11: Availability Management Basic Concepts
          15 min
          12: Availability Management: Reactive Activities
          20 min
          13: Availability Management: Proactive Activities
          25 min
          14: Availability Management: Roles, Metrics & Challenges
          19 min
          15: Information Security Management Concepts
          15 min
          16: Information Security Management Activities
          10 min
          17: Information Security Management (ISM): Roles & Risks
          11 min
          18: IT Service Continuity Management (ITSCM): Overview
          10 min
          19: IT Service Continuity Management (ITSCM): The 4 Stages
          28 min
          20: IT Service Continuity Management (ITSCM): Roles & Risks
          22 min
          21: Service Management Technology Concepts & Tools
          11 min
          Course Survey
          View all course details

          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
          View all course details

          ITIL® Foundation 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: Planning, Protection & Optimization certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) 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 Design publication.

          View all course details

          GogoTraining is an Accredited ITIL® ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

           

          This Accredited Training Program is for individuals seeking specialist certification in the ITIL® Release, Control and Validation practice area. In order to sit for the Release, Control and Validation exam you need to have passed your ITIL® Foundation exam and completed the GogoTraining Accredited Release, Control and 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.

           

          The ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

          View all course details
          Video Title
          Length
          00: Course Introduction: ITIL® 2011: Release, Control & Validation
          10 min
          01: Exam Tips
          7 min
          02: Service Management as a Practice: Core Concepts
          26 min
          03: Service Management as a Practice: Purpose, Objectives & Scope
          21 min
          04: Service Management as a Practice Part: Activities, Strategy & Planning
          15 min
          05: Service Asset & Configuration Management (SACM): Purpose, Objectives & Scope
          28 min
          06: Service Asset & Configuration Management: Activities
          25 min
          07: Service Asset & Configuration Management: Roles, Triggers, Metrics & Challenges
          19 min
          08: Change Management (ChM) Overview
          21 min
          09: Change Management Basic Concepts
          20 min
          10: Change Management Activities
          24 min
          11: Change Management: Roles, Triggers, Metrics & Challenges
          26 min
          12: Request Fulfillment Overview
          21 min
          13: Request Fulfillment: Roles, Triggers, Metrics & Challenges
          24 min
          14: Release and Deployment Management Overview
          26 min
          15: Release and Deployment Management Activities
          21 min
          16: Release and Deployment Management: Release & Test
          15 min
          17: Release and Deployment Management: Deployment
          18 min
          18: Release and Deployment Management: Review & Close
          12 min
          19: Release and Deployment Management: Roles, Triggers, Metrics & Challenges
          27 min
          20: Service Validation and Testing Overview
          21 min
          21: Service Validation and Testing: Validation & Activities
          13 min
          22: Service Validation and Testing: Roles, Triggers, Metrics & Challenges
          25 min
          23: Change Evaluation Overview
          24 min
          24: Change Evaluation: Roles, Triggers, Metrics & Challenges
          16 min
          25: Knowledge Management Basic Concepts
          25 min
          26: Knowledge Management: Roles, Triggers, Metrics & Challenges
          19 min
          27: Service Management Technology: Tools & Automation
          20 min
          Course Survey
          View all course details

          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 
          View all course details

          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: Release, Control and Validation certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) 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 Transition and ITIL Service Operation publications.

          View all course details

          GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

          This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL® Operational Support and Analysis practice area. In order to sit for the Operational Support and Analysis exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Operational Support and Analysis.

          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.

          The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

          The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to 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
          View all course details
          Video Title
          Length
          00: Course Introduction: ITIL® 2011: Operational Support and Analysis
          8 min
          01: Exam Tips
          7 min
          02: Service Management as a Practice: Introduction
          21 min
          03: Service Management as a Practice: Key Concepts
          23 min
          04: Service Management as a Practice: Service Design
          27 min
          05: Service Operation Activities & Technical Management Function
          14 min
          06: IT Operations Management Function
          8 min
          07: Application Management Function
          22 min
          08: Service Desk: Purpose, Objectives, Types & Activities
          25 min
          09: Service Desk: Roles, Metrics & Outsourcing
          25 min
          10: Request Fulfillment: Policies, Concepts & Activities
          23 min
          11: Request Fulfillment: Roles, Inputs/Outputs, Metrics & Challenges
          12 min
          12: Access Management: Policies, Concepts & Activities
          16 min
          13: Access Management: Roles, Inputs/Outputs, Metrics & Risks
          20 min
          14: Event Management: Policies, Concepts & Activities
          19 min
          15: Event Management: Roles, Inputs/Outputs, Metrics & Challenges
          18 min
          16: Incident Management: Policies, Concepts & Activities
          24 min
          17: Incident Management: Roles, Inputs/Outputs, Metrics & Risks
          20 min
          18: Problem Management: Policies, Concepts & Activities
          24 min
          19: Problem Management: Roles, Inputs/Outputs, Metrics & Risks
          23 min
          20: Service Management Technology
          10 min
          Course Survey
          View all course details

          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
          View all course details

          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: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011 equivalent) 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 Operation publication.

          View all course details

          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.

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

          View all course details
          Video Title
          Length
          00: ITIL®2011: Managing Across the Lifecycle - Course Introduction
          9 min
          01: Service Management and Value
          30 min
          02: Service Management Components and Roles
          10 min
          03: Key Risk and Knowledge Concepts
          21 min
          04: Exercise: MALC Case Study Analysis
          27 min
          05: Implement, Assess, Improve Service Management
          20 min
          06: Assessment Frameworks
          32 min
          07: 7-Step Improvement Process
          27 min
          08: Justifying Improvements Financially
          15 min
          09: Managing Organizational Change
          32 min
          10: Exercise: Develop Assessment Criteria
          3 min
          11: Exercise Review: MALC Sample Exam Questions
          12 min
          12: Measurements: Metrics
          32 min
          13: Measurements: Monitor, Control & Report
          29 min
          14: Exercise: Applying Assessment Criteria
          10 min
          15: Integration: Strategic Benefits
          20 min
          16: Integration: Lifecycle and Phase Inputs & Outputs
          17 min
          17: Demonstrating Value: Service Strategy & Service Design
          23 min
          18: Demonstrating Value: Service Transition, Service Operation & CSI
          22 min
          19: Integration: Process Interfaces
          30 min
          20: Exercise: Internet Banking Risks
          8 min
          21: Exercise Review: MALC Sample Exam Questions
          16 min
          22: Managing Services: Requirements & Cross-Lifecycle Support
          30 min
          23: Managing Services: Challenges, Risks, CSFs Part 1
          21 min
          24: Managing Services: Challenges, Risks, CSFs Part 2
          19 min
          25: Exercise: Where’s the value?
          10 min
          26: Exercise Review: MALC Sample Exam Questions
          18 min
          27: Governance
          22 min
          28: Organizational Structures
          19 min
          29: Organizing Service Management
          26 min
          30: Exercise: “We’ve been outsourced!”
          6 min
          31: Stakeholder Management
          20 min
          32: Communication
          15 min
          33: Exercise: Communicating Change
          4 min
          34: Exercise Review: MALC Sample Exam Questions
          19 min
          Course Survey
          View all course details

          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
          View all course details

          Candidates must have the following:

          • Two (2) credits from the ITIL Foundation certificate V3 or higher (or V2 and the Bridge certifications)
          • 15 credits from ITIL Intermediate qualifications
          View all course details

          PMP 6th Edition Training Courses

          Whether you are new to Project Management or on your way to completing your 35 hours of study to sit for your PMP Certification Exam this course will give you the skills you need to:

          • Fully understand Project Management
          • Master the 6th Edition PMBOK Guide (Guide to the Project Management Body of Knowledge)
          • Be prepared to sit for your Project Management Professional (PMP) Certification Exam given by the Project Management Institute (PMI).

          This class in delivered on-demand and allows you to spend as much time as you need on each of the subject areas.  The deliver of the course is interactive and comes with games, over 1,000 exam prep questions and much more:

          Course Features:

          • 40Hours of Interactive Online Content
          • Interactive Videos and Explanations
          • Course Assessment
          • White Board Animations
          • 460 Practice Exam Questions
          • 524 Rapid Fire Quiz Questions
          • 100 Definition Game Questions
          • Instructor Support
          • Certificate of Completion
          • Study on Phone or Computer
          • Fulfills the PMI Learning Requirement for the 6th Edition PMP Exam

          This gamified course uses a fun and engaging platform that is user driven.  The course is animated and comes with interactive games and learning assessments.  You take the wheel and take control of your leaning and learn at your own pace.  You will have access to a user discussion board, practice exams and the instructor to ask questions.  The course fully covers the 49 project processes within the five core process groups and ten knowledge areas.  The PMP 6th Edition Interactive Online Course includes 35 hours of project management training that is accepted by PMI and complies with the 35-hour project management requirement for the PMP application.

          Gamified Learning 

          Take learning to the next step while you prepare for your PMP 6th Edition Certification and receive a certificate of completion that is accepted by PMI as proof you have successfully completed your 35 hours of project management training as is a requirement on the PMP application on pmi.org.  The course uses a variety of learning modes:

          • Colorful graphics and visuals graphically design for this course
          • Engaging interactivity to make your learning active, at your pace, and at your control
          • Professional voiceovers done in a casual conversational manner
          • Whiteboard explanations to sketch out and explain the many project management concepts and best practices,
          • Interactive games to confirm your retention of the content and have a bit of fun to solidify your knowledge and memorization to the mass amount of learning content,
          • Assessments to check your learning as you progress,
          • Sample PMP mock exam questions to expose you to the PMP exam to transfer your learning to exam questions you may face when you sit for the official PMP certification exam,
          • Comment and discussions boards to ask questions to fellow PMP seekers, PM Citizens, and Instructors
          • Reading tasks to incorporate more learning styles and opportunities to consume the content,
          • Full color "PM City Guides" for every PM City neighborhood, 
          • Complete navigation control thru the PM City,
          • Discounts to in person classroom weekend training classes held throughout the United States
          • And so much more!
          View all course details
          Video Title
          Length
          Getting Started
          2 min
          How to Navigate This Course - Be Sure to Watch This Video!!!
          9 min
          11: Assignment: Read the First 3 Chapters of the PMBOK
          1 min
          13: Video: Drawing Out Develop Project Charter
          5 min
          14: Video: Drawing Out Develop Project Management Plan
          5 min
          15: Video: Drawing Out Direct and Manage Project Work
          7 min
          16: Video: Drawing Out Project Knowledge
          7 min
          17: Video: Drawing Out Monitor and Control Project Work
          6 min
          18: Video: Drawing Out Integrated Change Control
          6 min
          19: Video: Drawing Out Close Project or Phase
          6 min
          21: Assignment: Read Chapter 4 of the PMBOK
          1 min
          24: Video: Drawing Out Plan Scope Management
          5 min
          25: Video: Drawing Out Collect Requirements
          7 min
          26: Video: Drawing Out Define Scope
          7 min
          27: Video: Drawing Out Create WBS
          4 min
          28: Video: Drawing Out Validate Scope
          5 min
          29: Video: Drawing Out Control Scope
          4 min
          32: Assignment: Read Chapter 5 of the PMBOK
          1 min
          35: Video: Network Diagram and Critical Path
          22 min
          36: Video: Drawing Out Plan Schedule Management
          3 min
          37: Video: Drawing Out Define Activities
          6 min
          38: Video: Drawing Out Sequence Activities
          7 min
          39: Video: Drawing Out Estimate Activity Durations
          7 min
          40: Video: Drawing Out Develop Schedule
          5 min
          41: Video: Drawing Out Control Schedule
          10 min
          44: Assignment: Read Chapter 6 of the PMBOK
          1 min
          47: Video: Drawing Out Plan Cost Management
          6 min
          48: Video: Drawing Out Estimate Costs
          9 min
          49: Video: Drawing Out Determine Budget
          7 min
          50: Video: Drawing Out Control Costs
          7 min
          52: Assignment: Read Chapter 7 of the PMBOK
          1 min
          55: Video: Drawing Out Plan Quality Management
          7 min
          56: Video: Drawing Out Develop Project Charter
          7 min
          57: Video: Drawing Out Control Quality
          7 min
          59: Assignment: Read Chapter 8 of the PMBOK
          1 min
          62: Video: Drawing Out Plan Resources Management
          5 min
          63: Video: Drawing Out Estimate Activity Resources
          7 min
          64: Video: Drawing Out Acquire Resources
          6 min
          65: Video: Drawing Out Develop Team
          8 min
          66: Video: Drawing Out Manage Team
          5 min
          67: Video: Drawing Out Control Resources
          7 min
          69: Assignment: Read Chapter 9 of the PMBOK
          1 min
          72: Video: Drawing Out Plan Communications Management
          7 min
          73: Video: Drawing Out Manage Communications
          5 min
          74: Video: Drawing Out Monitor Communications
          4 min
          76: Assignment: Read Chapter 10 of the PMBOK
          1 min
          79: Video: Drawing Out Plan Risk Management
          6 min
          80: Video: Drawing Out Identify Risks
          7 min
          81: Video: Drawing Out Perform Qualitative Risk Analysis
          7 min
          82: Video: Drawing Out Perform Quantitative Risk Analysis
          6 min
          83: Video: Drawing Out Plan Risk Responses
          9 min
          84: Video: Drawing Out Implement Risk Responses
          5 min
          85: Video: Drawing Out Monitor Risks
          6 min
          87: Assignment: Read Chapter 11 of the PMBOK
          1 min
          90: Video: Drawing Out Plan Procurement Management
          10 min
          91: Video: Drawing Out Conduct Procurements
          8 min
          92: Video: Drawing Out Control Procurements
          9 min
          94: Assignment: Read Chapter 12 of the PMBOK
          1 min
          97: Video: Drawing Out Identify Stakeholders
          8 min
          98: Video: Drawing Out Plan Stakeholder Engagement
          6 min
          99: Video: Drawing Out Manage Stakeholder Engagement
          7 min
          100: Video: Drawing Out Monitor Stakeholder Engagement
          8 min
          103: Assignment: Chapter 13 of the PMBOK
          1 min
          Course Survey
          View all course details

          Module 01: Welcome to PM City and the PMP Exam
          Module 02: PMI Application Guidance

          • What is the PMI Application?
          • Requirements
          • PMP Application Process

          Module 03: Project Basics

          • What are Projects?
          • Project Teams
          • Why Projects?

          Module 04: Projects and Project Management

          • Why Project Management?
          • What are Project Management Processes?
          • How Do Projects Fit in Programs and Portfolios?

          Module 05: Role of Project Manager

          • What is the PMBOK® 6th Edition
          • What is a Project Manager?
          • Project Manager Competencies
          • Project Manager Influences
          • Skills
          • Integrating and Coordinating

          Module 06: Game: Knowledge Area Construction
          Module 07: Processes and Lifecycle

          • Processes
          • Project management processes
          • When to use processes
          • Project vs Product processes
          • Lifecycles

          Module 08: Game: Window Pane Game
          Module 09: Project Environments and Documents

          • PMOs
          • Business Documents
          • Organizational Governance
          • Enterprise Environmental Factors
          • Organizational Process Assets
          • Governance Framework
          • Projects and Operations

          Module 10: Game: Project Document or Plan?
          Module 11: Assignment: Read the First 3 Chapters of the PMBOK
          Module 12: Project Integration Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Develop Project Charter
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Develop Project Management Plan (PMP)
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Project Documents V Project Plans
            • Exam Notes
            • Game
          • Direct and Manage Project Work
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Manage Project Knowledge
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        
          • Monitor Project Work
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        
          • Perform Integrated Change Control
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        
          • Close Project or Project Phase
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        

          Module 13: Drawing Out Develop Project Charter

          • Whiteboard Drawing of the Process Concepts

          Module 14: Drawing Out Develop Project Management Plan

          • Whiteboard Drawing of the Process Concepts

          Module 15: Drawing Out Direct and Manage Project Work

          • Whiteboard Drawing of the Process Concepts

          Module 16: Drawing Out Manage Project Knowledge

          • Whiteboard Drawing of the Process Concepts

          Module 17: Drawing Out Monitor and Control Project Work

          • Whiteboard Drawing of the Process Concepts

          Module 18: Drawing Out Integrated Change Control

          • Whiteboard Drawing of the Process Concepts

          Module 19: Drawing Out Close Project or Phase

          • Whiteboard Drawing of the Process Concepts

          Module 20: Game: ITTO Sort for Integration
          Module 21: Assignment: Read Chapter 4 of the PMBOK
          Module 22: Quiz: Integration Management
          Module 23: Project Scope Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Scope Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                  
          • Collect Requirements
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                         
          • Define Scope
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Create Work Breakdown Structure (WBS)
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                         
          • Validate Scope
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                         
          • Control Scope
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        

          Module 24: Drawing Out Plan Scope Management
          Module 25: Drawing Out Collect Requirements
          Module 26: Drawing Out Define Scope
          Module 27: Drawing Out Create WBS
          Module 28: Drawing Out Validate Scope
          Module 29: Drawing Out Control Scope
          Module 30: Game - PM City Delivers! Scope Management
          Module 31: Game: ITTO Sort for Scope
          Module 32: Assignment: Read Chapter 5 of the PMBOK
          Module 33: Quiz: Scope Management
          Module 34: Project Schedule Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Schedule Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                         
          • Define Activities 
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        
          • Estimate Activity Durations
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Sequence Activities
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Develop Schedule
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Control Schedule
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game                        

          Module 35: Drawing Out Plan Schedule Management
          Module 36: Drawing Out Define Activities
          Module 37: Drawing Out Sequence Activities
          Module 38: Drawing Out Estimate Activity Durations
          Module 39: Drawing Out Develop Schedule
          Module 40: Drawing Out Control Schedule
          Module 41: Game: Schedule Rush
          Module 42: Game: ITTO Sort for Schedule
          Module 43: Assignment: Read Chapter 6 of the PMBOK
          Module 44: Quiz: Schedule Management
          Module 45: Project Cost Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Cost Management
            • Three-point Estimation for Costs Extended Explanation
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game 
          • Estimate Costs
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Determine Budget
            • Earned Value Analysis Extended Explanation (EVA)
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Control Costs
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game 

          Module 46: Drawing Out Plan Cost Management
          Module 47: Drawing Out Estimate Costs
          Module 48: Drawing Out Determine Budget
          Module 49: Drawing Out Control Costs
          Module 50: Game: ITTO Sort for Cost
          Module 51: Assignment: Read Chapter 7 of the PMBOK
          Module 52: Quiz: Cost Management
          Module 53: Project Quality Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Quality Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Manage Quality
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Control Quality
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 54: Drawing Out Plan Quality Management
          Module 55: Drawing Out Develop Project Charter
          Module 56: Drawing Out Control Quality
          Module 57: Game: ITTO Sort for Quality
          Module 58: Assignment: Read Chapter 8 of the PMBOK
          Module 59: Quiz: Quality Management
          Module 60: Project Risk Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Identify Risks
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Plan Risk Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Perform Qualitative Risk Analysis
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Perform Quantitative Risk Analysis
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Plan Risk Responses
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Implement Risk Responses
            • Monitor Risks
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Monitor Risks
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 61: Drawing Out Plan Risk Management
          Module 62: Drawing Out Identify Risks
          Module 63: Drawing Out Perform Qualitative Risk Analysis
          Module 64: Drawing Out Perform Quantitative Risk Analysis
          Module 65: Drawing Out Plan Risk Responses
          Module 66: Drawing Out Implement Risk Responses
          Module 67: Drawing Out Monitor Risks
          Module 68: Game: ITTO Sort for Risk
          Module 69: Assignment: Read Chapter 11 of the PMBOK
          Module 70: Quiz: Risk Management
          Module 71: Project Resource Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Resources Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Estimate Activity Resources
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Acquire Resources
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Develop Team
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Manage Team
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Control Resources
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 72: Drawing Out Plan Resources Management
          Module 73: Drawing Out Estimate Activity Resources
          Module 74: Drawing Out Acquire Resources
          Module 75: Drawing Out Develop Team
          Module 76: Drawing Out Manage Team
          Module 77: Drawing Out Control Resources
          Module 78: Game: ITTO Sort for Resource
          Module 79: Assignment: Read Chapter 9 of the PMBOK
          Module 80: Quiz: Resource Management

          Module 81: Project Communications Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Communications Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Manage Communications
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Monitor Communications
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 82: Drawing Out Plan Communications Management
          Module 83: Drawing Out Manage Communications
          Module 84: Drawing Out Monitor Communications
          Module 85: Game: ITTO Sort for Communications
          Module 86: Assignment: Read Chapter 10 of the PMBOK
          Module 87: Quiz: Communications Management
          Module 88: Project Procurement Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Plan Procurement Management
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Conduct Procurements
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Control Procurements
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 89: Drawing Out Plan Procurement Management
          Module 90: Drawing Out Conduct Procurements
          Module 91: Drawing Out Control Procurements
          Module 92: Game: ITTO Sort for Procurement
          Module 93: Assignment: Read Chapter 12 of the PMBOK
          Module 94: Quiz: Procurement Management
          Module 95: Project Stakeholder Management

          • Objective
          • Key Concepts
          • Trends and Emerging Practices
          • Tailoring Considerations
          • Identify Stakeholders
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Plan Stakeholder Engagement
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Manage Stakeholder Engagement
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game
          • Monitor Stakeholder Engagement
            • About the Process
            • Inputs
            • Tools and Techniques
            • Outputs
            • Agile Considerations and Concepts
            • Exam Notes
            • Game

          Module 96: Drawing Out Identify Stakeholders
          Module 97: Drawing Out Plan Stakeholder Engagement
          Module 98: Drawing Out Manage Stakeholder Engagement
          Module 99: Drawing Out Monitor Stakeholder Engagement
          Module 100: Game: ITTO Sort for Stakeholder
          Module 101: Game: Definitions
          Module 102: Assignment: Chapter 13 of the PMBOK
          Module 103: Quiz: Stakeholder Management
          Module 104: Quiz: All Knowledge Areas

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