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ITIL Course Library

ITIL® 4 Training Courses

    How to Prepare for ITIL 4 Foundation Certification 

    Taking a PeopleCert Accredited Training Course is the best way to prepare for the ITIL 4 Foundation Certification.  When you train with an Accredited Training Organization like GogoTraining you are assured that the content is accurate, that it will prepare you for certification and find it both engaging and enjoyable.

    In this course you will:

    • Learn key IT service management concepts
    • Understand the ITIL 4 service management framework
    • Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
    • Understand ITIL's 7 Guiding Principles
    • Get an introduction to ITIL 4's Management Practices

    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

    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.

    BONUS VIDEOS

    For students who are new to ITIL we have included a Bonus Video Section that provides background on ITIL V3 (2011).  The ITIL V3 videos provide a solid foundation on ITIL and will help those new to ITIL in understanding ITIL 4.  All students who purchase the ITIL 4 Foundation course will gain access to the bonus videos within 24 hours Monday to Friday.  To View the Bouns Content, Click Here.

      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.

      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.
      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

      There are no prerequisites to take the ITIL 4 Foundation Course.

      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
        Meet Your Instructor Dr. Suzanne Van Hove
        4 min
        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
        Meet Your Instructor Dr. Suzanne Van Hove
        4 min
        00: Introduction
        12 min
        01: Concept of Customer Journey
        15 min
        Exercise: Customer Journey
        2 min
        02: Design & Improve Customer Journeys
        25 min
        03: Step 1: Explore
        11 min
        04: Marketing Activities & Techniques
        13 min
        05: Customer Needs and Factors that Affect Them
        19 min
        06: Identify Service Providers & Value Proposition
        6 min
        07: Step 2: Engage
        13 min
        08: Supplier & Partner Relationship Types
        19 min
        09: Managing Suppliers and Partners
        11 min
        Exercise: Service Relationships
        1 min
        10: Develop Customer Relationships; Analyze Customer Needs
        29 min
        11: Communicate & Collaborate
        10 min
        12: Relationship Management Practice
        11 min
        13: Supplier Management Practice
        15 min
        14: Step 3: Offer
        20 min
        15: Methods for Designing Service Experiences
        19 min
        16: Approaches for Selling and Obtaining Services
        10 min
        17: Requirement Management
        16 min
        18: Business Analysis Practice
        8 min
        19: Step 4: Agree
        11 min
        20: Negotiate & Agree
        10 min
        21: Service Level Management Practice
        19 min
        22: Step 5: Onboard
        9 min
        23: Fostering User Relationships
        7 min
        24: Enabling Users for Service Use
        7 min
        25: Elevate Mutual Capabilities
        5 min
        26: Prepare Onboard/Offboard Plans
        21 min
        27: User Engagement & Delivery Channels
        8 min
        28: Service Catalog Management Practice
        11 min
        29: Service Desk Practice
        17 min
        30: Step 6: Co-Create
        12 min
        31: Triaging User Requests, Moments of Truth
        13 min
        32: User Communities
        5 min
        33: Encouraging Customer/User Feedback
        4 min
        34: Service Request Management Practice
        6 min
        35: Step 7: Realize
        9 min
        36: Measuring Service Usage & Satisfaction
        8 min
        37: Methods to Track/Monitor Service Value
        11 min
        38: Charging Mechanisms
        7 min
        39: Validate Service Value, Report Service Outcomes
        12 min
        Exercise: Measuring Value Realization
        1 min
        40: Evaluate & Improve Customer Journey
        3 min
        41: Portfolio Management Practice
        12 min
        42: Course Summary
        6 min
        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

        What is High-Velocity IT?

        In ITIL 4 High Velocity IT is about creating an environment where people immediately adapt when new business proceses, plans and services are agreed, developed and deployed.  It is about enabling digital organizations to function effectively and efficiently in high-velocity environments.  By engaging these perspectives organizations can more effectively begin and continue on their digital journey.  The HVIT course covers all of the activities in the Service Value Chain (SVC) from the perspective of:

        • How to exploit disruptive technologies?
        • How do I go fast?

        Disruptive Technologies

        HVIT looks at the disruptive technologies from 3 perspectives:

        • What are the disruptive technologies?
        • How the ITIL practices relate to them?
        • How can you exploit the disruptive technologies?

        The Agile, Lean & DevOps Connection

        The underlying principal of HVIT is how to exploit disruptive technologies and how do I incorporating the Agile, Lean and DevOps principles that have been around for some time and how to use them to deliver the service functionality that needs to be there. 

        Who Should Take HVIT?

        The ITIL 4 HVIT course is one of the four required courses for individuals seeking their ITIL 4 Managing Professional Certification.  The  ITIL 4 Managing Professional module is for designed specifically for individuals involved in organizational digital transformation.  It is also helpful for individuals  involved in IT Management and Service Management roles.  

        With the HVIT Certifications you will learn how to:

        • Recognize and manage complex adaptive systems
        • Bridge the development and operations gap
        • Improve performance with Lead, Agile and DevOps methods
        • Increase the speed and quality of services
        • Make value-creating digital and IT investments

        Who Can Take the HVIT Course & Exam?

        In order to take the HVIT course students must hold the ITIL 4 Foundation Certification and have completed an accredited ITIL 4 HVIT course and have the required Letter of Attendance from an Accredited Training Provider.  GogoTraining is an ITIL Accredited Training Provider and the HVIT course on GogoTraining is Accredited by PeopleCert.

        Individuals who hold the Managing Professional Certification via the ITIL 4 Managing Professional Transition course are also qualified to take the HVIT course.

        View all course details
        Video Title
        Length
        Meet Your Instructor Dr. Suzanne Van Hove
        4 min
        00: Introduction
        9 min
        01: HVIT Terms
        21 min
        02: HVIT Objectives
        19 min
        03: HVIT & The Four Dimensions
        14 min
        04: HVIT & The SVS/SVC
        20 min
        05: HVIT & Digital Product Lifecycle
        7 min
        06: HVIT Principles, Models and Objectives
        10 min
        07: Purpose Models
        16 min
        08: People Models
        9 min
        09: Progress Models
        20 min
        10: Progress Models Part 2
        14 min
        11: Key Characteristics of HVIT
        17 min
        12: Ensuring Valuable Investments
        19 min
        Exercise: Ensuring Valuable Investments
        1 min
        13: Portfolio Management Practice
        14 min
        14: Relationship Management Practice
        13 min
        Exercise: Valuable Investment Practices
        1 min
        15: Ensuring Fast Development
        22 min
        16: Continuous Integration/Delivery/Deployment
        12 min
        Exercise: Ensuring Fast Development
        1 min
        17: Architecture Management Practice
        13 min
        18: Business Analysis Practice
        11 min
        19: Deployment Management Practice
        21 min
        20: Service Validation & Testing Practice
        19 min
        21: Software Development & Management Practice
        22 min
        Exercise: Fast Development Practices
        1 min
        22: Ensuring Resilient Operations Part 1
        15 min
        23: Ensuring Resilient Operations Part 2
        19 min
        Exercise: Ensuring Resilient Operations
        1 min
        24: Availability Management Practice
        23 min
        25: Capacity & Performance Management Practice
        12 min
        26: Monitoring & Event Management Practice
        18 min
        27: Problem Management Practice
        19 min
        28: Service Continuity Management Practice
        20 min
        29: Infrastructure and Platform Management Practice
        10 min
        Exercise: Resilient Operations Practices
        1 min
        30: Ensuring Co-Created Value
        8 min
        Exercise: Ensuring Co-Created Value
        1 min
        31: Service Design Practice
        14 min
        32: Service Desk Practice
        16 min
        Exercise: Co-Created Value Practices
        1 min
        Exercise: Ensuring Assured Conformance
        1 min
        33: HVIT Summary
        12 min
        Course Survey
        View all course details

        Module 00: Introduction

        Module 01: HVIT Terms

        • Terms Used in HVIT
        • When is Transformation Desirable & Feasible
        • Service Interactions & Band of Visibility

        Module 02: HVIT Objectives

        • Valuable Investments
        • Fast Development
        • Resilient Operations
        • Co-Created Value
        • Assured Conformance

        Module 03: HVIT & The Four Dimensions

        • Organizations and People
        • Information and Technology
        • Partners and Suppliers
        • Value Streams and Processes
        • PESTLE & VUCA

        Module 04: HVIT & the SVS/SVC

        • Service Value System Enables HVIT
        • Value Chain Activities & DevOps
        • Service Consumer
        • Value Streams in HVIT Organizations

        Module 05: HVIT & Digital Product Lifecycle

        • Service Provider and Service Consumer
        • Consumer Perspective of Digital Product Lifecycle
        • Digital Product Lifecycle and Band of Visibility
        • Stages of the Digital Product Lifecycle

        Module 06: HVIT Principles, Models and Objectives

        • Key Behavior Patterns
        • Models that Influence Organizational Culture
        • Models and Concepts and Related Key Behavior Patterns

        Module 07: Purpose Models

        • Establishing Ethical Principles
        • Ethics and AI
        • Design Thinking
        • Empathize with Stakeholder
        • Focus on What the Customer Does and Needs

        Module 08: People Models

        • Safety Culture
        • Feel Trusted and Valued
        • Care and Concern for the Workforce
        • Foster Feedback and Act on It

        Module 09: Progress Models

        • Working in Complex Environments
        • Systems Thinking
        • Complex Thinking
        • Cynefin Framework
        • Minimum Viable Product

        Module 10:  Progress Models Part 2

        • HVIT Needs to be Based on Lean Culture
        • Keys to Lean Culture
        • Continual Improvement Model
        • Toyota Kata

        Module 11: Key Characteristics of HVIT

        • HVIT Applied to SVC
        • Lean Principles
        • Agile Principles
        • Resilient
        • Continuous Integration & Continuous Delivery
        • Service-Dominant Logic

        Module 12: Ensuring Valuable Investment  

        • Techniques for Valuable Investment
        • Prioritization Techniques
        • Minimum Viable Products and Services
        • Product and Service Ownership
        • A/B Testing

        Exercise: Ensuring Valuable Investment

        Module 13: Portfolio Management Practice

        • Purpose
        • Types of Portfolios
        • How Portfolios Enable ROI
        • Practice Success Factors (PSF)

        Module 14: Relationship Management Practice

        • Purpose of Relationship Management Practice
        • PSF: Effective & Healthy Relationships - within the Organization
        • PSF: Effective & Healthy Relationships – Organization & External Stakeholders

        Exercise: Valuable Investment Practices

        Module 15: Ensuring Fast Development

        • Infrastructure as Code (Iac)
        • Loosely Coupled Information System Architecture
        • Retrospective Reviews
        • Blameless Post-Mortem Review
        • Continual Business Analysis

        Module 16: Continuous Integration/Delivery/Deployment

        • CI/CD
        • Continuous Testing & Types of Tests
        • Testing Principles
        • Kanban

        Exercise: Ensuring Fast Development

        Module 17: Architecture Management Practice

        • Purpose of Architecture Management Practice
        • Practice Activities
        • Practice Success Factors

        Module 18: Business Analysis Practice

        • Purpose
        • Approach to business analysis
        • Practice Success Factors (PSF)

        Module 19: Deployment Management Practice

        • Purpose
        • Key Definitions for Deployment Management
        • Deployment Models
        • Practice Success Factors
        • Activities and Outputs of Deployment Management

        Module 20: Service Validation & Testing Practice

        • Purpose & Benefits
        • Keys to Service Validation
        • Service Acceptance Criteria (SAC)
        • Keys to Testing
        • Practice Success Factors (PSF)

        Module 21: Software Development & Management Practice

        • Purpose & Focus
        • Terms & Concepts
        • Practice Success Factors (PSF)

        Exercise: Fast Development Practices

        Module 22: Ensuring Resilient Operations Part 1

        • Techniques for Resilient Operations
        • Technical Debt
        • Chaos Engineering

        Module 23: Ensuring Resilient Operations Part 2

        • Definition of Done & Ready
        • Version Control
        • AIOps
        • ChatOps
        • Site Reliability Engineering (SRE)

        Exercise: Ensuring Resilient Operations

        Module 24: Availability Management Practice

        • Purpose of Availability Management Practice
        • PSF: Identify Service Availability Requirements
        • PSF: Measure, Assess, Report
        • PSF: Treat Service Availability Risks

        Module 25: Capacity & Performance Management Practice

        • Purpose of Capacity & Performance Management Practice
        • Scope of Capacity & Performance Management Practice
        • PSF: Identifying Service Capacity and Performance Requirements
        • PSF: Measure, Assess, Report
        • PSF: Treat Service Capacity & Performance Risks

        Module 26: Monitoring & Event Management Practice

        • Purpose of Monitoring & Event Management Practice
        • Key Terminology for Monitoring & Event Management
        • PSF: Establish/Maintain Approaches, Models
        • PSF: Ensure Timely, Relevant, Data is Available
        • PSF: Ensure Events are Detected, Interpreted, Acted Upon

        Module 27: Problem Management Practice

        • Purpose of Problem Management
        • Key Terminology for Problem Management
        • Problem Identification & Control
        • PSF: Identify & Understand Problems
        • PSF: Optimize Problem Resolution/Mitigation

        Module 28: Service Continuity Management Practice

        • Purpose of SCM Practice
        • PSF: Developing and Managing Service Continuity Plans
        • PSF: Mitigate Service Continuity Risks
        • PSF: Ensure Awareness and Readiness
        • Types of Service Continuity Tests

        Module 29: Infrastructure and Platform Management Practice

        • Purpose of Infrastructure and Platform Management (IPM)
        • PSF: Establishing Approach for Evolving Needs
        • PSF: Ensure Solutions Meet Current & Anticipated Needs

        Exercise: Resilient Operations Practices

        Module 30: Ensuring Co-Created Value

        • Techniques for Co-Created Value
        • Service Experience
        • Practices Related to Service Experience

        Module 31: Service Design Practice

        • How Service Design Practice Ensure Co-Created Value
        • Benefits of Service Design
        • Design Thinking
        • PSF: Establish & Maintain an Effective Approach
        • PSF: Ensure Services are Fit for Purpose & Fit for Use

        Module 32: Service Desk Practice

        • Purpose of the Service Desk
        • Service Empathy
        • PSF: Enabling Effective and Efficient Communications
        • Multi-Channel vs. Omnichannel Communication
        • PSF: Effective Integration of User Communications into Value Streams

        Exercise: Co-Created Value Practices

        Exercise: Ensuring Assured Conformance

        Module 33: HVIT Summary

        • HVIT Key Behaviors
        • HVIT Objectives
        • Keys to HVIT
        • HVIT Learning Outcomes
        • Exam Preparation
        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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              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
              63: Video: Drawing Out Plan Resources Management
              5 min
              64: Video: Drawing Out Estimate Activity Resources
              7 min
              65: Video: Drawing Out Acquire Resources
              6 min
              66: Video: Drawing Out Develop Team
              8 min
              67: Video: Drawing Out Manage Team
              5 min
              68: Video: Drawing Out Control Resources
              7 min
              70: Assignment: Read Chapter 9 of the PMBOK
              1 min
              73: Video: Drawing Out Plan Communications Management
              7 min
              74: Video: Drawing Out Manage Communications
              5 min
              75: Video: Drawing Out Monitor Communications
              4 min
              77: Assignment: Read Chapter 10 of the PMBOK
              1 min
              80: Video: Drawing Out Plan Risk Management
              6 min
              81: Video: Drawing Out Identify Risks
              7 min
              82: Video: Drawing Out Perform Qualitative Risk Analysis
              7 min
              83: Video: Drawing Out Perform Quantitative Risk Analysis
              6 min
              84: Video: Drawing Out Plan Risk Responses
              9 min
              85: Video: Drawing Out Implement Risk Responses
              5 min
              86: Video: Drawing Out Monitor Risks
              6 min
              88: Assignment: Read Chapter 11 of the PMBOK
              1 min
              91: Video: Drawing Out Plan Procurement Management
              10 min
              92: Video: Drawing Out Conduct Procurements
              8 min
              93: Video: Drawing Out Control Procurements
              9 min
              95: Assignment: Read Chapter 12 of the PMBOK
              1 min
              98: Video: Drawing Out Identify Stakeholders
              8 min
              99: Video: Drawing Out Plan Stakeholder Engagement
              6 min
              100: Video: Drawing Out Manage Stakeholder Engagement
              7 min
              101: Video: Drawing Out Monitor Stakeholder Engagement
              8 min
              104: Assignment: Chapter 13 of the PMBOK
              1 min
              108: Video: Why New Content 2021?
              7 min
              110: Video: Stories and WBS
              10 min
              111: Video: Timeboxing
              3 min
              112: Video: Agile Ceremonies
              12 min
              113: Video: Sprint Planning Ceremony
              37 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

              View all course details