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ITIL Course Library

ITIL® 4 Training Courses

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Expert Dr. Suzanne Van Hove.  Suzanne's accomplishments are noted below and when you take this course you receive direct access to Dr. Van Hove to ask questions.  If you want to learn with the best, then Suzanne is the instructor for you.

  • Suzanne has over 20 years experience in IT Service Management
  • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
  • She is the Convenor for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
  • She is a lead author of VeriSM™
  • Suzanne received itSMF USA's Lifetime Achievement Award
  • She has trained over 10,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
  • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Who Needs to Take ITIL 4 Foundation?

  • Everyone who is ITIL V3 Foundation Certified
  • Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
  • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

Prepare for Certification

This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 4 Foundation
5 min
01: Exam Tips
3 min
02: High-Level Service Management - Recommended Reading Chapter 1 ITIL 4 Foundation Book
11 min
03: Key Concepts - Recommended Reading Chapter 2 ITIL 4 Foundation Book
7 min
04: Services Defined
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: Critically of Value
5 min
Quiz #1
10: The Dimensions of Service Management - Recommended Reading Chapter 3 ITIL 4 Foundation Book
8 min
11: Information & Technology
7 min
12: Partners & Suppliers
7 min
13: Value Streams and Processes
6 min
14: ITIL’s Service Value System (SVS) - Recommended Reading Chapter 4.1, 4.2, 4.4, 4.6 and 4.7 ITIL 4 Foundation Book
8 min
Quiz #2 is being updated.
15: SVS Components
6 min
16: Overview of ITIL’s Service Value Chain - Recommended Reading Chapter 4.5 ITIL 4 Foundation Book
6 min
Quiz #3
17: SVS – Plan
3 min
18: SVS - Improve
2 min
19: SVS - Engage
3 min
20: SVS - Design & Transition
2 min
21: SVS – Obtain/Build & Deliver & Support
5 min
Quiz #4 is being updated.
22: ITIL’s 7 Guiding Principles - Recommended Reading Chapter 4.3 ITIL 4 Foundation Book
8 min
Quiz #5 is being updated.
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 is being updated.
27: Introduction to Key ITIL Practices - Recommended Reading Chapter 5 ITIL 4 Foundation Book
7 min
Quiz #7 is being updated.
28: General Management Practices - Recommended Reading Chapter 5.1 ITIL 4 Foundation Book
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) - Recommended Reading Chapter 5.2 ITIL 4 Foundation Book
7 min
33: SMP Change Enablement
8 min
Quiz #9
Quiz #10 is being updated.
34: SMP Incident Management
8 min
Quiz #11
35: Problem Management
12 min
Quiz #12
Quiz #13 is being updated.
36: SMP Service Requests Management
9 min
Quiz #14 is being updated.
37: SMP The Service Desk
10 min
Quiz #15
38: Service Level Management (SLM)
8 min
Quiz #16
39: Information Analysis for SLM
4 min
40: Technical Management Practices & Read Chapter 5.3 of the ITIL 4 Foundation Book
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 and Introduction

  • Where are Services and Service Management Today?
  • Introduction to the Key Elements of ITIL 4:
    • Service Value System (SVS)
    • Four Dimensions Model

Module 03: Key Concepts

  • 15 Terms
  • Practical Application
  • Axel Car Hire

Module 04: Services Defined

  • 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: 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: ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: SVS 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: SVS – Plan

  • The Purpose
  • What’s Included

Module 18: SVS - Improve

  • The Purpose
  • What’s Included

Module 19: SVS - Engage

  • The Purpose
  • What’s Included

Module 20: SVS - Design & Transition

Module 21: SVS – 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: SMP Change Control

  • The Definition
  • The Importance of Change Control
  • Emergency Change

Module 34: SMP Incident Management

  • The Definition
  • The Purpose
  • The Process

Module 35: Problem Management

  • The Purpose
  • The Definition
  • Phases

Module 36: SMP Service Requests Management

  • The Definition
  • The Purpose
  • Types of Requests
  • Guidelines

Module 37:  SMP 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 SLM

  • The Process
  • Information Sources

Module 40: Technical Management Practices

  • Discuss the Purpose of:
    • Deployment Management
  • Review the Discussed ITIL Practices

Module 41: Conclusion

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

The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.   This course is an overview course and is taken from the Full Accredited ITIL 4 Foundation course.

Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4.  This course is not designed to prepare you to take and pass the ITIL 4 Foundation exam.  If you want to prepare to take and pass the ITIL 4 Foundation exam or are new to ITIL or IT Service Management, then you will need to take the Full ITIL 4 Foundation Training course.

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Experts Dr. Suzanne Van Hove and Doug Tedder.  Here is an overview of their accomplishments:

  • Suzanne has over 20 years' experience in IT Service Management
  • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
  • She is the Convener for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
  • She is a lead author of VeriSM™
  • Suzanne received itSMF USA's Lifetime Achievement Award
  • She has trained over 20,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
  • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
  • Doug has nearly 20 years' experience in IT Service Management
  • Doug was named by HDI as one of the 2018 Top ITSM 25 Thought Leaders 
  • He is a contributing author of the VeriSM and co-author of the VeriSM Pocket Guide
  • Doug was names an "IT Industry Legend" in 2016 by Cherwell Software
  • Doug provides IT Service Management consulting for major corporations and institutions globally

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Who Needs to Take ITIL 4 Foundation?

  • Everyone who is ITIL V3 Foundation Certified
  • Everyone who is new to ITIL 
  • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

This Course Comes With:

  • Instructor Video Lectures
  • Course Materials
  • Course Examples & Exercises
  • Sample Exams
  • Course Transcript
  • Certificate of Completion
View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
Meet Your Instructor Doug Tedder
3 min
00: Course Introduction: ITIL® 4 Foundation
7 min
01: ITIL 4 – Big Picture
9 min
02: Key Definitions
30 min
03: The Dimensions of Service Management
23 min
04: ITIL’s Service Value System (SVS)
15 min
05: ITIL’s Service Value Chain
24 min
06: ITIL’s 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

  • Agenda & Introductions
  • Overview of the Transition Certification
  • Transition Exam Details
  • Materials to Support the Class

Module 01: Foundation

  • Introduction
  • Key Definitions
  • Service Offering
  • Service Relationship Management
  • Service Provision
  • Service Consumption

Module 02: Foundation 

  • Introduction
  • Dimensions of Service Management
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes

Module 03: Foundation

  • Introduction
  • Service Value System (SVS)
  • Service value chain (SVC)

Module 04: Foundation

  • Introduction
  • 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 05: Foundation

  • Foundation Summary
  • Foundation Sample Questions
  • Foundation Exercise: ITIL4 MPT – Foundation Review v1

Module 06: Direct, Plan & Improve

  • Scope and Strategic Planning
  • Cascading Objectives
  • Policies, Controls and Guidelines
  • Compliance and Decision-Making Authorities

Module 07: DPI 

  • Risk Management and Governance
  • Governance and DPI

Module 08: DPI

  • Organizational Change Management (OCM)
  • Impact of OCM and DPI
  • Managing Stakeholders

Module 09: DPI

  • All About Communication
  • Feedback Channels

Module 10: DPI

  • DPI Summary
  • DPI Sample Exam Questions
  • DPI Exercise

Module 11: CDS

  • Organizational Structures
  • Collaboration vs. Cooperation
  • All about Teams (Competencies, Culture)

Module 12: CDS

  • Employee Satisfaction
  • Customer-Orientation
  • Communication
  • Workforce Planning

Module 13: CDS

  • Measuring and Reporting
  • Continual Improvement

Module 14: CDS

  • Service Value Streams
  • Designing Service Value Streams
  • Value Stream Mapping
  • Metrics for Value Streams

Module 15: CDS

  • Value Streams for a New Service
  • Value Stream for User Support

Module 16: CDS

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-Left
  • Sourcing

Module 17: CDS

  • CDS Summary
  • CDS Sample Exam Questions
  • CDS Exercise

Module 18: DSV

  • Customer Journey
  • Benefits

Module 19: DSV

  • Mutual Readiness
  • Managing Suppliers & Partners
  • Service Relationship Types
  • Building Service Relationships (Three C’s of Trustworthiness)
  • Service Provider Capabilities and Customer Needs

Module 20: DSV

  • Design Digital Service Experiences – Lean
  • Design Digital Service Experiences - Agile
  • Service Design Thinking and Service Blueprinting

Module 21: DSV

  • Design for Onboarding
  • Selling and Procuring

Module 22: DSV

  • Onboarding and Offboarding Activities
  • Relating with Users and Fostering Relationships
  • User Engagement and Delivery Channels

Module 23: DSV

  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

Module 24: DSV

  • Ongoing Service Interactions
  • Service Requests
  • Moments of Truth & Intelligent Disobedience
  • User Communities and User Feedback

Module 25: DSV

  • Service Value and Value Realization
  • Tracking Performance, Outputs, and Outcomes

Module 26: DSV

  • Evaluate and Improve the Customer Journey
  • Continual Improvement
  • Charging and Billing

Module 27: DSV

  • DSV Summary
  • DSV Sample Exam Questions
  • DSV Exercise

Module 28: HVIT

  • HVIT Terms
  • Digital Transformation

Module 29: HVIT

  • Valuable Investments
  • Fast Development, Resilient Operations
  • Value Co-Creation; Assured Conformance

Module 30: HVIT

  • Four Dimensions
  • PESTLE
  • Service Value System

Module 31: HVIT

  • Service Value Chain
  • SVC and the Consumer
  • SVC and Value Streams
  • Digital Product Lifecycle

Module 32: HVIT

  • Five Behaviors for HVIT
  • Principles, Models and Concepts
    • Purpose, People, Process
  • Purpose: Ethics; Design Thinking

Module 33: HVIT

  • People: Safety Culture
  • Progress: Complex Environments

Module 34: HVIT

  • Progress: Lean; Toyota Kata
  • HVIT Approaches
    • Lean, Agile, Resilient, Continuous
  • Service Dominant Logic

Modules 35: HVIT

  • HVIT Summary
  • HVIT Samples Exam Questions
  • HVIT Exercise

Module 36: 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 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.

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.

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

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: Course Introduction
11 min
01: Key Concepts of DPI
18 min
02: Understanding ‘Scope’ and Applying DPI
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: OCM: Practice Success Factors (PSFs)
13 min
10: OCM: Stakeholders
16 min
11: OCM: Communication Principles
21 min
12: Measurement and Reporting in DPI
19 min
13: Measure & Report: Planning and Evaluation Model
16 min
14: DPI Values Streams and Practices
25 min
15: Value Streams & Practices: Apply Guiding Principles to DPI
32 min
16: Summary
5 min
Course Survey
View all course details

Key Concepts of DPI

  • Where does DPI start?
  • How does DPI get it done?
  • Where does DPI start?
  • What do direction, planning, improvement do?
  • How is value related to risk, costs, and outcomes?

Understanding ‘Scope’ and applying DPI

  • Strategic Planning and Scope
  • Effective Policies, Controls and Guidelines
  • Decision-making Authority

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

  • Risk management and DPI
  • Governance and DPI
  • Compliance

Continual Improvement

  • Continual Improvement – the Basics and In-depth
  • Continual Improvement Model

Organizational Change Management (OCM) and Communication

  • What is OCM? What can we expect from OCM activities?
  • Communication Principles
  • Stakeholder Management

Measurement and Reporting in DPI

  • Purpose and Key Terms of Measurement and Reporting
  • Types of Measurements
  • Planning and Evaluation Model
  • Success Factors and KPIs

DPI Values Streams and Practices

  • Value Streams and Practices: Relationships and Differences
  • Value Stream Mapping
  • Optimizing Workflow
  • Institutionalizing Change
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

      Guiding principles and DITS

      • Apply the ITIL guiding principles to all aspects of DITS

      DITS Key Concepts Applied to Strategy

      •  Understand ‘digital’ concepts – digital technology, digital business, digital organization, digital transformation, digitization
      •  Differentiate between product and service management, digital and IT strategies, business strategies and business models
      •  Apply DITS principles to the service value system (SVS)

      DITS and Environmental Analysis

      •  Apply the SVS and the service value chain to markets that are digitally transforming
      •  Use PESTLE and the four dimensions to analyze the environment

      DITS, Digital Disruption, Organizational Viability

      •   Explain how the concepts of agile, resilient, lean, continuous, and co-creation define organizational viability
      •   Explain and apply VUC
      •   Explain the three levels of digital disruption
      •   Explain the factors that influence an organization’s market position
      •   Use a digital positioning tool

      Achieving Customer/Market Relevance and Operational Excellence

      • Define and apply the various approaches to achieve customer/market relevance
      • Show the relationship between the four dimensions and operational excellence
      • Discuss and apply the financial aspects of DITS (policies, portfolios, funding, charging, balancing innovation and operations)

      DITS, Risk, and Opportunities

      • Apply risk management to digital organization
      • Within DITS, identify and assess risk
      • Explain how to balance risk and opportunity (risk posture)
      • Managing innovation – what is it and how do you develop an innovation culture?

      Creating a Digital Strategy

      • Using a digital readiness assessment
      • Communicating a vision and strategy
      • Using business cases within DITS

      Implementing a Digital Strategy

      • Define operating models for a digital organization
      • Digital leadership skills/capabilities
      • Coordinate and implement strategy (large-scale, incremental, mergers/acquisitions, individual change)
      • Apply a parallel operating model (POM)
      • Assessing success of a DITS
      • Define and explain digital transformation activities

       

      View all course details

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

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

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

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

      View all course details

      ITIL® V3 Training Courses

      If you are ready to start your ITIL® Certification, then you have come to the right place. This ITIL Foundation course is Accredited by AXELOS and PEOPLECERT.

      This course is perfect for people seeking ITIL® Foundation certification and for individuals who are looking to understand the ITIL Framework. In this course you will learn with ITIL Expert Dr. Suzanne Van Hove. Suzanne introduces you to the lifecycle of managing IT services.  This course explores the core concepts and key principles of the Service Lifecycle.  The service provider strategy and improvement cycles are also discussed.  Real life application examples illustrate the various concepts.

      Everything you need to successfully complete the ITIL Foundations exam is provided in this course.  When you take this course you will receive a  Training Success Plan to guide, a set of course materials, an exercise guide, sample exams, a course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.

       

      View all course details
      Video Title
      Length
      00: Course Introduction: ITIL® 2011: Foundation
      10 min
      The ITIL® Foundation Study Plan
      4 min
      01: Exam Tips
      5 min
      02: Introduction to the Service Lifecycle
      24 min
      03: Service Management as a Practice
      20 min
      04: Service Management as a Practice Part 2
      16 min
      05: Key Principles, Models and Concepts Part 1
      17 min
      06: Key Principles, Models and Concepts Part 2
      18 min
      07: Key Principles, Models and Concepts Part 3
      14 min
      08: Lifecycle Phases Part 1
      16 min
      09: Lifecycle Phases Part 2
      15 min
      10: Lifecycle Phases Part 3
      12 min
      11: Lifecycle Phases Part 4
      8 min
      12: Lifecycle Phases Part 5
      28 min
      13: Lifecycle Processes Part 1
      16 min
      14: Lifecycle Processes Part 2
      14 min
      15: Lifecycle Processes Part 3
      24 min
      16: Lifecycle Processes Part 4
      22 min
      17: Lifecycle Processes Part 5
      20 min
      18: Lifecycle Processes Part 6
      22 min
      19: Lifecycle Processes Part 7
      24 min
      20: Lifecycle Processes Part 8
      30 min
      22: Lifecycle Processes Part 10
      25 min
      23: Lifecycle Processes Part 11
      25 min
      24: Lifecycle Processes Part 12
      9 min
      25: Service Management Functions Part 1
      18 min
      26: Service Management Functions Part 2
      11 min
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 2011: Foundation

      Module 01: Exam Tips

      • Understanding the exam process
      • Exam questions and grading
      • Taking the exam
      • Using the practice exams

      Module 02: Introduction to the Service Lifecycle

      • What is ITIL®?
      • ITIL Logistics
      • The Service Lifecycle
      • Lifecycle Phases

      Module 03: Service Management as a Practice

      • Where is IT now?
      • What is a service?
      • What is Service Management?
      • All about Value

      Module 04: Service Management as a Practice Part 2

      • Key Elements
        • 4 Ps of Service Design
        • ITSM Roles
        • Governance
      • Supporting ITSM Frameworks
      • ISO/IEC 20000

      Module 05: Key Principles, Models and Concepts Part 1

      • What is a process?
      • Process Characteristics
      • Functions

      Module 06: Key Principles, Models and Concepts Part 2

      • ITSM Roles
        • Process Owner
        • Process Manager
        • Process Practitioner
        • Service Owner
      • RACI diagrams

      Module 07: Key Principles, Models and Concepts Part 3

      • Risk
      • Business Case
      • Communication
      • Service Portfolio Components
        • Pipeline
        • Catalog
        • Retired Services
      • Prioritization

      Module 08: Lifecycle Phases Part 1

      • Service Strategy (SS)
        • Overview (Purpose, Processes, Scope, Key Concepts)
        • Value Creation
        • Value to the Business

      Module 09: Lifecycle Phases Part 2

      • Service Design (SD)
        • Overview (Purpose, Processes, Scope, Key Concepts)
        • Five Aspects of Service Design
        • Service Design Package (SDP)
        • Value to the Business

      Module 10: Lifecycle Phases Part 3

      • Service Transition (ST)
        • Overview (Purpose, Processes, Scope, Key Concepts)
        • Service Knowledge Management System (SKMS)
        • Value to the Business

      Module 11: Lifecycle Phases Part 4

      • Service Operation (SO)
        • Overview (Purpose, Processes, Scope, Key Concepts)
        • Value to the Business

      Module 12: Lifecycle Phases Part 5

      • Continual Service Improvement (CSI)
        • Overview (Purpose, Processes, Scope, Key Concepts)
        • Measures and Metrics
        • CSI Register
        • Improvement Models
        • Value to the Business
      • How the phases fit together

      Module 13: Lifecycle Processes Part 1

      • What you need to know from Service Strategy
      • Service Portfolio Management (SPM)
        • Portfolio, Pipeline, Catalog, Retired Services
      • Financial Management (FM)
      • Budgeting, Accounting and Charging
      • Relationship to SLM
      • Business Relationship Management (BRM)

      Module 14: Lifecycle Processes Part 2

      • What you need to know from Service Design
      • Design Coordination (DC)
      • Service Catalog Management (SCatM)
        • 2- and 3-view Catalog

      Module 15: Lifecycle Processes Part 3

      • Service Level Management (SLM)
      • Purpose, Objective, Scope, Value to the Business
      • Key Concepts, Process Activities
        • Service Level Agreement (SLA)
        • Operational Level Agreement (OLA)
        • Relationship to BRM
      • Interfaces

      Module 16: Lifecycle Processes Part 4

      • Availability Management (AM)
        • AARMSS, AMIS, Availability Plan
      • Capacity Management (CapM)
      • Business Capacity Management, Service Capacity Management, Component Capacity Management
      • CMIS, Capacity Plan

      Module 17: Lifecycle Processes Part 5

      • IT Service Continuity Management (ITSCM)
        • Business Impact Analysis (BIA)
      • Information Security Management (ISM)
      • Confidentiality, Integrity, Availability (CIA)
      • ISMS, SMIS
      • Supplier and Contract Management Information System (SCMIS)
      • Supplier Categorization
      • Supplier Management

      Module 18: Lifecycle Processes Part 6

      • What you need to know from Service Transition
      • Transition Planning and Support (TPS)
      • Service Asset and Configuration Management (SACM)
        • Configuration Management System (CMS)
        • Definitive Media Library (DML)

      Module 19: Lifecycle Processes Part 7

      • Change Management (ChM)
      • Purpose, Objective, Scope, Value to the Business
      • Key Concepts, Process Activities
        • Types of Change
        • Request for Change (RFC)
        • Change Advisory Board (CAB)
      • Interfaces

      Module 20: Lifecycle Processes Part 8

      • Release and Deployment Management (RDM)
        • Phases of a Release
      • Knowledge Management (KM)
      • SKMS

      Module 21: Lifecycle Processes Part 9

      • What you need to know from Service Operation
      • Event Management (EM)
        • Types of events
      • Request Fulfillment (RF)
      • Standard Changes
      • Rights Management
      • Access Management (AccM)

      Module 22: Lifecycle Processes Part 10

      • Incident Management (IM)
      • Purpose, Objective, Scope, Value to the Business
      • Key Concepts, Process Activities
        • Definitions, Timescales, Major Incidents, Status Tracking
        • Relationship to Problem Management
        • Incident Models
      • Interfaces

      Module 23: Lifecycle Processes Part 11

      • Problem Management (PM)
      • Purpose, Objective, Scope, Value to the Business
      • Key Concepts, Process Activities
        • Definitions, Timescales, Major Problems
        • Relationship to Incident Management
        • Problem Models
      • Interfaces

      Module 24: Lifecycle Processes Part 12

      • What you need to know from CSI
      • 7-Step Improvement Process (7S)
        • The Steps
        • Relationship to other Improvement Models

      Module 25: Service Management Functions Part 1

      • Overview of the Functions
      • Service Desk
        • Purpose
        • Organizational Structures

      Module 26: Service Management Functions Part 2

      • Technical Management
        • Role & Objectives
      • IT Operational Management
      • IT Operational Control
      • Facilities Management
      • Role and Objectives
      • Application Management
      • Relationship to Application Development
      View all course details

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

      The ITIL Practitioner Certification was designed to help IT Service Management Professionals learn how to adopt and adapt ITIL into their organization.  The certification requires candidates to hold an ITIL Foundation certificate and it is strongly advised that candidates have worked in the field of IT Service Management for at least one to two years.  

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

      The ITIL Practitioner uses the Continual Service Improvement (CSI) approach as the way to structure your improvement initiatives and it covers three key areas that are critical for your improvement initiatives to be successful.  These include:

      • Organizational Change Management
      • Communication
      • Measurement and Metrics

      There are 9 Guiding Principles in ITIL Practitioner including:

      • Focus on value
      • Design for experience
      • Start where you are
      • Work holistically
      • Progress Interactively
      • Observe directly
      • Be transparent
      • Collaborate
      • Keep it simple

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

      View all course details
      Video Title
      Length
      00: Course Introduction: ITIL® Practitioner
      6 min
      01: Exam Tips
      6 min
      02: Introduction
      22 min
      03: Solutions to Exercises 1-3
      14 min
      04: Guiding Principles
      24 min
      05: Solutions to Exercise 4
      8 min
      06: The 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
      27 min
      11: Solutions to Exercise 7
      12 min
      12: Organizational Change Management
      28 min
      13: Solutions to Exercise 8
      12 min
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 2011: Practitioner

      • The Nature of the Class
        • Lecture to Exercise Ratio
      • Available Resources

      Module 01: Exam Tips

      • Understanding the Exam Process
      • Exam Questions and Grading
      • Taking the Exam
      • Using the Practice Exams

      Module 02: Introduction

      • Read Chapter 1 of ITIL® Practitioner Guidance
      • Key Terms:
        • Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
        • Effective; Efficient; VOCR; Service Management
      • Exercise 1: CruiseAlong Cars: The Enterprise
      • Exercise 2: CruiseAlong Cars Services
      • Exercise 3: CruiseAlong Cars Current Issues

      Module 03: Solutions to Exercises 1-3

      • One Possible Solution to:
        • Relationship Diagram & Stakeholder Analysis
        • Service Map
        • Current Issues
      • Be Sure to Download the Practitioner Exercise Solutions

      Module 04: Guiding Principles

      • Read Chapter 2 of ITIL® Practitioner Guidance
      • The Nine Guiding Principles
        • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
      • Exercise 4: CruiseAlong Cars: Addressing the Issues

      Module 05: Solutions to Exercise 4

      • One Possible Solution to:
        • Addressing the Issues and the Application of the Guiding Principles
      • Be Sure to Download the Practitioner Exercise Solutions

      Module 06: The CSI Approach

      • Read Chapter 3 of ITIL® Practitioner Guidance
      • The CSI Approach and its Outputs
        • What is the vision?
        • Where are we now?
        • Where do we want to be?
        • How do we get there?
        • Did we get there?
        • How do we keep the momentum going?
      • The Resources
      • Exercise 5: CruiseAlong Cars: Initial Improvements

      Module 07: Solutions to Exercise 5

      • One Possible Solution to:
        • Initial Improvements Using the CSI Approach
      • Be Sure to Download the Practitioner Exercise Solutions

      Module 08: Metrics & Measurements

      • Read Chapter 4 of ITIL® Practitioner Guidance
      • Key concepts
      • Purpose of Metrics
      • Creating Business-relevant metrics
      • Stakeholder needs
      • Exercise 6: CruiseAlong Cars: CSFs/KPIs

      Module 09: Solutions to Exercise 6

      • One Possible Solution to:
        • CSF/KPI development
      • Be Sure to Download the Practitioner Exercise Solutions

      Module 10: Communication

      • Communication Benefits
      • Best Practice Communication Principles
      • Communication Plan
      • Exercise 7: CruiseAlong Cars: Communication Needs

      Module 11: Solutions to Exercise 7 

      • One Possible Solution to:
        • Defining Critical Communication Points
      • Be Sure to Download the Practitioner Exercise Solutions

      Module 12: Organizational Change Management

      • Managing Stakeholders
      • IT Stakeholders
      • Human Response to Change
      • Exercise 8: CruiseAlong Cars: Managing Resistance to Change

      Module 13: Solutions to Exercise 8

      • One Possible Solution to:
        • Applying Techniques to Manage Resistance to Change
      • Be Sure to Download the Practitioner Exercise Solutions

       

       

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

       

      While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.

       

      View all course details

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

      This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

      View all course details
      Video Title
      Length
      00: Course Introduction
      5 min
      01: Exam Tips
      4 min
      02: Service Management as a Practice Part 1
      30 min
      03: Service Management as a Practice Part 2
      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) Part 1
      24 min
      12: Strategy Management for IT Services (StM) Part 2
      13 min
      13: Service Portfolio Management (SPM) Part 1
      27 min
      14: Service Portfolio Management (SPM) Part 2
      27 min
      15: Financial Management (FM) Part 1
      22 min
      16: Financial Management (FM) Part 2
      22 min
      17: Demand Management (DM) Part 1
      28 min
      18: Demand Management (DM) Part 2
      11 min
      19: Business Relationship Management (BRM) Part 1
      23 min
      20: Business Relationship Management (BRM) Part 2
      17 min
      21: Governance & Organizations Part 1
      7 min
      22: Governance & Organizations Part 2
      18 min
      23: Implementation & Technology Part 1
      18 min
      24: Implementation & Technology Part 2
      17 min
      Course Survey
      View all course details

      Module 00: Course Introduction

      Module 01: Exam Tips

      Module 02: Service Management as a Practice Part 1

      • Components of the Service Lifecycle
      • What is a Service?
      • What Comprises Value?
      • What is Service Management?
      • Processes
      • Generic Roles

      Module 03: Service Management as a Practice Part 2

      • Purpose & Objectives of Service Strategy
      • Value to the Business
      • Service Strategy Inputs/Outputs
      • SS Challenges, Risks, CSFs

      Module 04: Exercise: ITSM and Failure

      Module 05: Strategy and Services

      • Deciding a Strategy
      • Four Ps of Strategy

      Module 06:  Services and Value

      • Service Breakdown
      • Value
      • Utility & Warranty

      Module 07: Customers and Service Providers

      • Customer & Service Assets
      • Service Providers

      Module 08: Defining Services

      • Steps to Define Services
      • Strategies for Customer Satisfaction
      • KANO model

      Module 09: Service Economics

      • ROI
      • The Business Case
      • Business Impact Analysis (BIA)

      Module 10: Sourcing Strategies

      • Sourcing Structures
      • Outsourcing
      • Sourcing Governance

      Module 11: Strategy Management for IT Services (StM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts
      • Activities

      Module 12: Strategy Management for IT Services (StM) Part 2

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks

      Module 13: Service Portfolio Management (SPM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts Part 1

      Module 14: Service Portfolio Management (SPM) Part 2

      • Policies/Principles/Basic Concepts Part 2
      • Activities
      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks

      Module 15: Financial Management (FM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 16: Financial Management (FM) Part 2

      • Activities
      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Exercise: Cost Model for Desktop Deployment

      Module 17: Demand Management (DM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts
      • Activities

      Module 18: Demand Management (DM) Part 2

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks

      Module 19: Business Relationship Management (BRM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 20: Business Relationship Management (BRM) Part 2

      • Activities
      • Roles Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Exercise: Melchester PBAs/UPs

      Module 21: Governance & Organizations Part 1

      •  Governance Basics
      •  Governance Framework
      •  Service Strategy & Governance

      Module 22: Governance & Organizations Part 2

      • Organizational Development
      • Organizational Departmentalization
      • Organizational Design

      Module 23: Implementation & Technology Part 1

      • Implementing Service Strategy
      • Strategy Implementation via the Lifecycle
      • Strategy Impact on Lifecycle Phases

      Module 24: Implementation & Technology Part 2

      • Service Automation
      • Service Interfaces
      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

      View all course details

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

      This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.  The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

      View all course details
      Video Title
      Length
      00: Course Introduction
      5 min
      01: Exam Tips
      4 min
      02: Service Management as a Practice Part 1
      28 min
      03: Service Management as a Practice Part 2
      21 min
      04: Exercise: ITSM and Failure
      6 min
      05: Service Design Principles Part 1
      15 min
      06: Design Aspects Part 1
      20 min
      07: Design Aspects Part 2
      12 min
      08: Design Aspects Part 3
      8 min
      09: Design Coordination (DC)
      17 min
      10: Service Catalog Management (SCatM) Part 1
      9 min
      11: Service Catalog Management (SCatM) Part 2
      6 min
      12: Service Level Management (SLM) Part 1
      9 min
      13: Service Level Management (SLM) Part 2
      26 min
      14: Availability Management (AM) Part 1
      16 min
      15: Availability Management (AM) Part 2
      22 min
      16: Capacity Management (CapM) Part 1
      25 min
      17: Capacity Management (CapM) Part 2
      12 min
      18: IT Service Continuity Management (ITSCM) Part 1
      20 min
      19: IT Service Continuity Management (ITSCM) Part 2
      21 min
      20: Information Security Management (ISM) Part 1
      15 min
      21: Information Security Management (ISM) Part 2
      19 min
      22: Supplier Management (SuppM)
      26 min
      23: Implementing Service Design
      8 min
      24: Requirements Engineering
      11 min
      25: Data, Information & Application Management
      17 min
      26: Service Management Technology
      12 min
      Course Survey
      View all course details

      Module 00: Course Introduction

      Module 01: Exam Tips

      Module 02: Service Management as a Practice Part 1

      •Topic One: Components of the Service Lifecycle
      •Topic Two: What is a Service?
      •Topic Three: What Comprises Value?
      •Topic Four: What is Service Management?
      •A Process
      •A Function
      •Generic Roles

      Module 03: Service Management as a Practice Part 2

      •Purpose and Objectives of Service Design
      •Scope of Service Design
      •Generic SD Roles
      •Service Design – Value to the Business
      •SD Inputs and Outputs
      •SD Challenges, Critical Success Factors, and Risks
      •Key Concepts for Service Design

      Module 04: Exercise: ITSM and Failure

      Module 05: Service Design Principles Part 1

      •Overview
      •Balanced Design
      •Service & Business Requirements
      •Design Activities & Constraints

      Module 06: Design Aspects Part 1

      •The 5 Aspects of Service Design
      •Designing Service Solutions
      •Designing the Management Information Systems
      •Designing the Technology and Architecture

      Module 07: Design Aspects Part 2

      •Designing Processes
      •RACI Diagram
      •Designing Measurement Systems and Metrics

      Module 08: Design Aspects Part 3

      •Service Oriented Architecture (SOA)
      •Service Design Models
      •Exercise: Designing Service Acceptance Criteria

      Module 09: Design Coordination (DC)

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts
      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs, Interfaces
      •Metrics

      Module 10: Service Catalog Management (SCatM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts

      Module 11: Service Catalog Management (SCatM) Part 2

      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics

      Module 12: Service Level Management (SLM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts

      Module 13: Service Level Management (SLM) Part 2

      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics
      •Sample Service Catalog Entry
      •Sample SLA
      •Sample OLA

      Module 14: Availability Management (AM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts
      •Process Overview

      Module 15: Availability Management (AM) Part 2

      •Process Activities
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics

      Module 16: Capacity Management (CapM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts

      Module 17: Capacity Management (CapM) Part 2

      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics

      Module 18: IT Service Continuity Management (ITSCM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts

      Module 19: IT Service Continuity Management (ITSCM) Part 2

      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics

      Module 20: Information Security Management (ISM) Part 1

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts

      Module 21: Information Security Management (ISM) Part 2

      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics

      Module 22: Supplier Management (SuppM)

      •Purpose & Objectives
      •Value to the Business
      •Policies/Principles/Basic Concepts
      •Process Overview
      •Roles
      •Triggers, Inputs/Outputs & Interfaces
      •Metrics
      •Exercise: Supplier Management Process Flow

      Module 23: Implementing Service Design

      •General Implementation Considerations
      •Implementation Framework
      •Measurement of Service Design
      •Prerequisites for Success (PFS)

      Module 24: Requirements Engineering

      •Requirement Types
      •Requirement Investigation
      •Documenting Requirements
      •Requirements Catalogue

      Module 25: Data, Information & Application Management

      •Managing Data and Information
      •Application Management
      •Application Portfolio
      •Application Design

      Module 26: Service Management Technology

      •Tools for Service Design
      •Service Management Technology
      •Tool Selection Process

      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.

      View all course details

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

      This Service Transition (ST) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Transition environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. It has a number of study units and supporting exercises that reinforce the knowledge gained.

      View all course details
      Video Title
      Length
      00: Course Introduction
      6 min
      01: Exam Tips
      4 min
      02: Service Management as a Practice Part 1
      24 min
      03: Service Management as a Practice Part 2
      25 min
      04: Exercise: ITSM and Failure
      6 min
      05: Service Transition (ST) Policies
      8 min
      06: Managing ST
      15 min
      07: Transition Planning & Support (TPS) Part 1
      11 min
      08: Transition Planning & Support (TPS) Part 2
      8 min
      09: Change Management (ChM) Part 1
      24 min
      10: Change Management (ChM) Part 2
      20 min
      11: Service Asset & Configuration Management (SACM) Part 1
      23 min
      12: Service Asset & Configuration Management (SACM) Part 2
      13 min
      13: Release & Deployment Management (RDM) Part 1
      13 min
      14: Release & Deployment Management (RDM) Part 2
      23 min
      15: Service Validation & Testing (SVT) Purpose and Objectives Part 1
      10 min
      16: SVT Testing Part 2
      13 min
      17: SVT Process Part 3
      12 min
      18: Change Evaluation (ChE)
      17 min
      19: Knowledge Management (KM)
      17 min
      20: Managing People through Service Transitions Part 1
      16 min
      21: Managing People through Service Transitions Part 2
      14 min
      22: Organizing, Implementing & Improving Service Transition
      12 min
      Course Survey
      View all course details

      Module 00: Course Introduction

      Module 01: Exam Tips

      Module 02: Service Management as a Practice Part 1

      • Components of the Service Lifecycle
      • What is a Service?
      • What Comprises Value?
      • What is Service Management?
      • A Process
      • Generic Roles

      Module 03: Service Management as a Practice Part 2

      • Purpose & Objectives of Service Transition
      • Scope of Service Transition
      • Value to the Business
      • ST Inputs & Outputs
      • ST Challenges, Risks, CSFs
      • Key Concepts for Service Transition

      Module 04: Exercise: ITSM and Failure

      Module 05: Service Transition (ST) Policies

      • Review
      • Policies for Service Transition

      Module 06: Managing ST

      • Managing Difficult Situations
      • Optimizing ST Performance
      • Technology Specific to Service Transition
      • Exercise: Writing Policy Statements

      Module 07: Transition Planning & Support (TPS) Part 1

      • Overview
      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts
      • Process Overview

      Module 08: Transition Planning & Support (TPS) Part 2

      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles

      Module 09: Change Management (ChM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 10: Change Management (ChM) Part 2

      • Process Overview
      • Triggers, Inputs/Outputs & Interfaces
      • Common Metrics
      • Challenges & Risk
      • Process Roles

      Module 11: Service Asset & Configuration Management (SACM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 12: Service Asset & Configuration Management (SACM) Part 2

      • Process Overview
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles

      Module 13: Release & Deployment Management (RDM) Part 1

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 14: Release & Deployment Management (RDM) Part 2

      • Process Overview
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles
      • Exercise: Early Life Support Criteria

      Module 15: Service Validation & Testing (SVT) Purpose and Objectives

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts

      Module 16: SVT Testing

      • Test strategy
      • Test model
      • Types of Testing

      Module 17: SVT Process

      • Process Activities
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles

      Module 18: Change Evaluation (ChE)

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts
      • Process Overview
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles

      Module 19: Knowledge Management (KM)

      • Purpose & Objectives
      • Value to the Business
      • Policies/Principles/Basic Concepts
      • Process Overview
      • Triggers, Inputs/Outputs & Interfaces
      • Metrics
      • Challenges & Risks
      • Process Roles

      Module 20: Managing People through Service Transitions Part 1

      • Managing Communication
      • Organizational & Stakeholder Change
      • STs Role in Organizational Change

      Module 21: Managing People through Service Transitions Part 2

      • Assessing Organizational Readiness
      • How to deal with Change
      • Stakeholder Management

      Module 22: Organizing, Implementing & Improving Service Transition

      • Organizing for Transition
      • Generic ST Roles
      • ST Relationship with Lifecycle Phases
      • Implementing Service Transition
      • Summary
      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Transition certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition publication.

      View all course details

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

      Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Operation environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment.

      View all course details
      Video Title
      Length
      00: Course Introduction
      6 min
      01: Exam Tips
      4 min
      02: Service Management as a Practice
      30 min
      03: Overview of Service Operation (SO)
      14 min
      04: Exercise: ITSM and Failure
      6 min
      05: Service Operation Principles Part 1
      24 min
      06: Service Operation Principles Part 2
      15 min
      07: Monitoring and Control Part 1
      13 min
      08: Monitoring and Control Part 2
      22 min
      09: Common SO Activities Part 1
      32 min
      10: Common SO Activities Part 2
      22 min
      11: Exercise: ITSM Monitor Control Loop
      2 min
      12: Event Management Part 1
      15 min
      13: Event Management Part 2
      18 min
      14: Request Fulfillment (RF)
      20 min
      15: Request Fulfillment (RF) Part 2
      11 min
      16: Incident Management (IM) Part 1
      29 min
      17: Incident Management (IM) Part 2
      17 min
      18: Problem Management (PM) Part 1
      18 min
      19: Problem Management (PM) Part 2
      14 min
      20: Access Management (AccM) Part 1
      12 min
      21: Access Management (AccM) Part 2
      11 min
      22: Service Desk (SD) Part 1
      13 min
      23: Service Desk (SD) Part 2
      16 min
      24: Technical Management (TM)
      11 min
      25: IT Operations Management (ITOM)
      8 min
      26: Application Management (AM)
      16 min
      27: Organizational Structures
      5 min
      28: Implementation Considerations
      12 min
      Course Survey
      View all course details

      Module 00: Course Introduction

      Module 01: Exam Tips
      •    Understanding the exam process
      •    Exam questions and grading
      •    Taking the exam
      •    Using the practice exams

      Module 02: Service Management as a Practice

      •    Components of the Service Lifecycle
      •    What is a Service?
      •    What Comprises Value?
      •    What is Service Management?
      •    A Process
      •    Generic Roles

      Module 03: Overview of Service Operation (SO)
      •    Purpose, Objectives, Scope of SO
      •    SO – Value to the Business
      •    Service Operation Challenges
      •    Service Operation Critical Success Factors
      •    Service Operation Risks

      Module 04: Exercise: ITSM and Failure

      Module 05: Service Operation Principles Part 1
      •    Achieving Balance in Service Operation
      •    Providing Good Service
      •    Involvement in Other Lifecycle Phases
      •    Operational Health
      •    Communication

      Module 06: Service Operation Principles Part 2
      •    Documentation  
      •    SO Inputs and Outputs
      •    Generic Technology Considerations
      •    Exercise: “That’s Good Enough for Me”

      Module 07: Monitoring and Control Part 1
      •    Monitor Control Loops
      o    Simple
      o    Complex
      o    ITSM

      Module 08: Monitoring and Control Part 2
      •    Defining Objectives for Monitoring Control
      •    Types of Monitoring and Reporting
      •    Measurement, Metrics and KPIs

      Module 09: Common SO Activities Part 1
      •    IT Operations
      •    Server & Mainframe Management and Support
      •    Network Management
      •    Storage & Archive
      •    Database Administration
      •    Directory Services Management
      •    Desktop & Mobile Device Support
      •    Middleware Management
      •    Internet/Web Management
      •    Facilities & Data Center Management

      Module 10: Common SO Activities Part 2
      •    Operational Activities in other Lifecycle Phases
      •    Improvement of Operational Activities

      Module 11: EXERCISE: ITSM Monitor Control Loop

      Module 12: Event Management Part 1
      •    Purpose & Objectives
      •    Value to the Business
      •    Policies/Principles/Basic Concepts
      •    Process Overview
      •    Roles

      Module 13: Event Management Part 2
      •    Triggers, Inputs/Outputs & Interfaces
      •    Metrics
      •    Designing for Event Management
      •    Technology Consideration

      Module 14: Request Fulfillment (RF)
      •    Purpose/Objective/Scope
      •    Value to the Business
      •    Policies/Principles/Basic Concepts
      •    Process Overview
      •    Roles

      Module 15: Request Fulfillment (RF) Part 2
      •    Triggers, Inputs/Outputs & Interfaces
      •    Metrics
      •    Technology Considerations

      Module 16: Incident Management (IM) Part 1
      •    Purpose & Objectives
      •    Value to the Business
      •    Policies/Principles/Basic Concepts
      •    Process Overview
      •    Roles

      Module 17: Incident Management (IM) Part 2
      •    Triggers, Inputs/Outputs &Interfaces
      •    Metrics
      •    Technology Considerations

      Module 18: Problem Management (PM) Part 1
      •    Purpose & Objectives
      •    Value to the Business
      •    Policies/Principles/Basic Concepts
      •    Process Overview
      •    Roles

      Module 19: Problem Management (PM) Part 2
      •    Triggers, Inputs/Outputs & Interfaces
      •    Metrics
      •    Technology Considerations

      Module 20: Access Management (AccM) Part 1
      •    Purpose & Objectives
      •    Value to the Business
      •    Policies/Principles/Basic Concepts
      •    Process Overview
      •    Roles

      Module 21: Access Management (AccM) Part 2
      •    Triggers, Inputs/Outputs & Interfaces
      •    Metrics
      •    Technical Considerations
      •    
      Module 22:  Service Desk (SD) Part 1
      •    SD – Purpose/Goal/Objective
      •    Role of the Service Desk
      •    Organizational Structures

      Module 23:  Service Desk (SD) Part 2
      •    Staffing Options
      •    Management Roles
      •    Metrics
      •    Outsourcing

      Module 24: Technical Management (TM)
      •    Technical Management Role
      •    Activities
      •    Design/Maintenance/Support
      •    Management Roles
      •    Metrics
      •    Documentation

      Module 25: IT Operations Management (ITOM)
      •    Operations Management Role
      •    Management Roles
      •    Metrics
      •    Documentation

      Module 26: Application Management (AM)
      •    Application Management Role
      •    Activities
      •    Application Management Lifecycle
      •    Application Management Organization
      •    Management Roles
      •    Metrics
      •    Documentation

      Module 27: SO Organizational Structures
      •    Technical Specialization
      •    Activity, Process and Geography Based
      •    Hybrid

      Module 28: Implementation Considerations
      •    Managing Change
      •    SO & Project Management
      •    Assessing & Managing Risk
      •    Operational Staff in Service Design & Transition
      •    Planning & Implementing SM Technologies

      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Operation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.

      View all course details

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

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

      You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including - CSI principles, activities and technology considerations. She also gives an overview of the CSI Process. Additionally the course considers the interfaces between CSI and the other stages of the ITIL Service Lifecycle.

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

      View all course details
      Video Title
      Length
      00: Course Introduction - ITIL® 2011: Continual Service Improvement
      6 min
      01: Exam Tips
      7 min
      02: Service Management as a Practice Part 1
      20 min
      03: Service Management as a Practice Part 2
      21 min
      04: Service Management as a Practice Part 3
      18 min
      05: CSI Principles
      21 min
      06: CSI Process Part 1
      8 min
      07: CSI Process Part 2
      23 min
      08: CSI Process Part 3
      15 min
      09: CSI Methods and Techniques Part 1
      25 min
      10: CSI Methods and Techniques Part 2
      22 min
      11: CSI Methods and Techniques Part 3
      12 min
      12: CSI Methods and Techniques Part 4
      18 min
      13: Implementing CSI
      24 min
      14: CSI Technology Considerations
      19 min
      Course Survey
      View all course details

      Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

      Module 01: Exam Tips

      • Understanding the exam process
      • Exam questions and grading
      • Taking the exam
      • Using the practice exams

      Module 02: Service Management as a Practice Part 1

      • Lifecycle Review
      • Processes
      • Generic Roles

      Module 03: Service Management as a Practice Part 2

      • Purpose, Objectives and Scope of CSI
      • CSI Roles and Responsibilities
      • RACI Model Overview

      Module 04: Service Management as a Practice Part 3

      • CSI Inputs/Outputs
      • CSI Challenges
      • CSI CSFs & Risks
      • Exam Questions Exercise:
        • Sample Exam 1 - Questions 2, 4
        • Sample Exam 2 - Question 5, 8

      Module 05: CSI Principles

      • Management Principles for CSI
      • 7 Step Improvement Process
      • Governance
      • Other Frameworks
      • Exercise: CSI Day-to-Day Activities
      • Exam Question Review:
        • Sample Exam 1, Question 4
        • Sample Exam 2, Question 8
      • Exam Questions Exercise: Sample Exam 1 – Question 7

      Module 06: CSI Process Part 1

      • Purpose, Objectives & Scope of 7-Step
      • Value to the Business
      • 7-Step Improvement Process Introduction

      Module 07: CSI Process Part 2

      • The 7 Steps Analyzed
      • Strategy for Improvement
      • Defining Measurement
      • Gathering and Processing Data
      • Data Analysis and Presentation
      • Implementation of Improvements
      • Roles specific to the 7-step

      Module 08: CSI Process Part 3

      • Triggers, Inputs/Outputs and Interfaces
      • Integration to SM Processes
      • Exercise: Process Interfaces
      • Metrics, Challenges and Risks
      • Exercise Review: CSI Day-to-Day Activities
      • Exam Questions Exercise:
        • Sample Exam 1 – Question 8
        • Sample Exam 2 – Question 6

      Module 09: CSI Methods and Techniques Part 1

      • Assessments
      • Gap Analysis
      • Benchmarking

      Module 10: CSI Methods and Techniques Part 2

      • Service Measurement
      • Managing Measurement
      • Metrics
      • Reporting

      Module 11: CSI Methods and Techniques Part 3

      • Measuring and Reporting Frameworks
        • SWOT
        • ROI
      • Business Case
      • Service Reporting

      Module 12: CSI Methods and Techniques Part 4

      • CSI and Service Management Processes
        • SLM, Availability Management, Capacity Management, ITSCM
        • Problem Management, Knowledge Management
      • Exam Question Review: Sample Exam 2, Question 6
      • Exam Questions Exercise:
      • Sample Exam 1 – Questions 1, 5
      • Sample Exam 2 – Questions 1,2 and 3

      Module 13: Implementing CSI

      • The Role of Governance and COBIT
      • Organizational Change
      • Communicating Strategy and Plan
      • Exercise: Develop and Use the Balanced Scorecard
      • Exam Review: Sample Exam 1, Question 5
      • Exam Questions Exercise: Sample Exam 1, Questions 3, 6

      Module 14: CSI Technology Considerations

      • Technology Considerations
      • Tools to Support CSI Activities
      • Exercise Review: Develop and Use the Balanced Scorecard
      • Exam Questions Exercise: Sample Exam 2, Questions 4, 7
      View all course details

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

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

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

      View all course details

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

      This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

      View all course details
      Video Title
      Length
      00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
      7 min
      01: Service Management as a Practice
      26 min
      02: Processes, Functions and Generic Roles
      19 min
      03: Service Management Key Concepts
      16 min
      04: Introduction to SOA
      29 min
      05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
      4 min
      06: Service Portfolio Management Part 1
      25 min
      07: Service Portfolio Management Part 2
      27 min
      08: Service Portfolio Management Part 3
      32 min
      09: Service Portfolio Management Part 4
      13 min
      10: Service Catalog Management Part 1
      18 min
      11: Service Catalog Management Part 2
      17 min
      12: Business Relationship Management Part 1
      35 min
      13: Business Relationship Management Part 2
      31 min
      14: Service Level Management Part 1
      19 min
      15: Service Level Management Part 2
      29 min
      16: Service Level Management Part 3
      21 min
      17: Supplier Management Part 1
      28 min
      18: Supplier Management Part 2
      28 min
      19: Demand Management Part 1
      29 min
      20: Demand Management Part 2
      13 min
      21: Financial Management Part 1
      21 min
      22: Financial Management Part 2
      33 min
      23: Financial Management Part 3
      19 min
      24: Financial Management Part 4
      14 min
      25: Service Management Technology
      15 min
      26: Exam Tips
      8 min
      Course Survey
      View all course details

      Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

      Module 01: Service Management as a Practice

      • Components of the Service Lifecycle
      • What is a Service?
      • What comprises value?
      • What is Service Management?

      Module 02: Processes, Functions and Generic Roles

      • Processes & Functions
      • Generic Roles

      Module 03: Service Management Key Concepts

      • The 4Ps of Strategy
      • The 4Ps of Service Design
      • Portfolio Pipeline and Catalog

      Module 04: Introduction to SOA

      • Strategy Management for IT Services
      • Design Coordination
      • Concepts underpinning SOA
      • Implementing Processes & Practices
      • Exercise: Sample Exam Question

      Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

      Module 06: Service Portfolio Management Part 1

      • Purpose & Objective
      • Value to the business

      Module 07: Service Portfolio Management Part 2

      • Policies/Principles/Basic Concepts
      • Various Portfolios
      • Introduction to Activities

      Module 08: Service Portfolio Management Part 3

      • Define
      • Analyze
      • Approve
      • Charter

      Module 09: Service Portfolio Management Part 4

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question

      Module 10: Service Catalog Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts

      Module 11: Service Catalog Management Part 2

      • Activities
      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question
      • Exercise: Write a Catalog Entry

      Module 12:  Business Relationship Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts

      Module 13:  Business Relationship Management Part 2

      • Activities
      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question
      • Exercise: BRM Sources of Information

      Module 14: Service Level Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts

      Module 15: Service Level Management Part 2

      • Designing SLA frameworks
      • Negotiation
      • Service Reporting
      • Complaints and compliments

      Module 16: Service Level Management Part 3

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question
      • Exercise: SLA Review

      Module 17: Supplier Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts
      • Activities

      Module 18: Supplier Management Part 2

      • Activities
      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question

      Module 19: Demand Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts
      • Activities

      Module 20: Demand Management Part 2

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question

      Module 21:  Financial Management Part 1

      • Purpose & Objective
      • Value to the business
      • Policies/Principles/Basic Concepts

      Module 22:  Financial Management Part 2

      • Accounting
      • Cost Model
      • Cost Type, Elements, Classification
      • Depreciation

      Module 23:  Financial Management Part 3

      • Budgeting
      • Charging
      • Pricing and Billing

      Module 24:  Financial Management Part 4

      • Roles
      • Triggers, Inputs/Outputs & Interfaces
      • Information Management
      • Metrics
      • Exercise: Sample Exam Question
      • Exercise: Cost Model for a Desktop Environment

      Module 25:  Service Management Technology

      • Tool Selection Process
      • SD Tools
      • Plan & Implement SM Technologies
      • Exercise: Sample Exam Question

      Module 26: Exam Tips

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

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.

      View all course details

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

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

      In this course ITIL Expert Dr. Suzanne Van Hove gives you all the tools you need to fully understand the process aspects of Planning, Protection and Optimization from a practical perspective. You will delve into key ITIL process and role areas including capacity management, availability management, IT service continuity management, information security management and demand management.

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

      View all course details
      Video Title
      Length
      00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization
      8 min
      01: Exam Tips
      7 min
      02: Service Management as a Practice Part 1
      19 min
      03: Service Management as a Practice Part 2
      16 min
      04: Service Management as a Practice Part 3
      26 min
      05: Service Management as a Practice Part 4
      17 min
      06: Demand Management Part 1
      24 min
      07: Demand Management Part 2
      24 min
      08: Capacity Management Part 1
      21 min
      09: Capacity Management Part 2
      17 min
      10: Capacity Management Part 3
      24 min
      11: Availability Management Part 1
      15 min
      12: Availability Management Part 2
      20 min
      13: Availability Management Part 3
      25 min
      14: Availability Management Part 4
      19 min
      15: Information Security Management (ISM) Part 1
      15 min
      16: Information Security Management (ISM) Part 2
      10 min
      17: Information Security Management (ISM) Part 3
      11 min
      18: IT Service Continuity Management (ITSCM) Part 1
      10 min
      19: IT Service Continuity Management (ITSCM) Part 2
      28 min
      20: IT Service Continuity Management (ITSCM) Part 3
      22 min
      21: Service Management Technology
      11 min
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization

       

      Module 01: Exam Tips

      • Understanding the exam process
      • Exam questions and grading
      • Taking the exam
      • Using the practice exams

      Module 02: Service Management as a Practice Part 1

      • Lifecycle Review
      • Processes
      • Definitions
      • PPO Processes

      Module 03: Service Management as a Practice Part 2

      • Generic Roles
      • Key Service Management Concepts
      • RACI Model
      • Deming’s PDCA Model

      Module 04: Service Management as a Practice Part 3

      • Service Design Purpose, Objectives, Scope and Value
      • Design Role and Implementation in PPO
      • Challenges
      • Activity: List CSFs and KPIs
      • Metrics
      • Risks
      • Design Fundamentals
      • Setting Direction

      Module 05: Service Management as a Practice Part 4

      • Design Aspects
      • Roles and Management
      • Exam Question Exercise: Sample Exam 1, Question 2
      • Exam Question Protocols

      Module 06: Demand Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Activities

      Module 07: Demand Management Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Metrics
      • Challenges and Risks
      • Exam Question Exercise:
        • Sample Exam 1, Question 6
        • Sample Exam 2, Question 7 
      • Exam Question Review: Sample Exam 1, Question 2 

      Module 08: Capacity Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Planning
      • Subprocesses

      Module 09: Capacity Management Part 2

      • Activities
      • Modeling and Trending
      • Application Sizing

      Module 10: Capacity Management Part 3

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Metrics
      • Challenges and Risks
      • Exercise: Capacity Management
      • Exam Question Exercise:
        • Sample Exam 1, Question 5
        • Sample Exam 2, Question 3, 6
      • Exam Question Review: Sample Exam 2, Question 7 

      Module 11: Availability Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Measurement

      Module 12: Availability Management Part 2

      • Reactive Activities
      • Monitor, Measure, Analyze and Report (MMAR)

      Module 13: Availability Management Part 3

      • Proactive Activities
      • Plan/Design
      • Risk Assessment
      • Review and Improvement

      Module 14: Availability Management Part 4

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Metrics
      • Challenges and Risks
      • Exercise: Expanded Incident Lifecycle
      • Exam Question Exercise:
        • Sample Exam 1, Question 1
        • Sample Exam 2, Question 8
      • Exam Question Review: Sample Exam 1, Question 5 

      Module 15: Information Security Management (ISM) Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Risk Assessment
      • Information Security Management Systems (ISMS)
      • Security Governance

      Module 16: Information Security Management (ISM) Part 2

      • Activities
      • Breaches and Incidents

      Module 17: Information Security Management (ISM) Part 3

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Challenges and Risks
      • Exam Question Exercise:
        • Sample Exam 1, Question 4
        • Sample Exam 2, Question 2

      Module 18: IT Service Continuity Management (ITSCM) Part 1

      • Purpose, Objectives, and Scope 
      • Value to the Business
      • Basic Concepts

      Module 19: IT Service Continuity Management (ITSCM) Part 2

      • Activities
      • Stage 1: Initiation
      • Stage 2: Requirements and Strategy
      • Stage 3: Implementation
      • Stage 4: Ongoing Operation

      Module 20: IT Service Continuity Management (ITSCM) Part 3

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Challenges and Risks
      • Exercise: Recovery Operations
      • Exam Question Exercise:
        • Sample Exam 1, Question 3, 7, 8
        • Sample Exam 2, Question 4, 5
      • Exam Question Review: Sample Exam 1, Question 4 

      Module 21: Service Management Technology

      • Concepts
      • Tool Selection Process
      • Plan and Implementation
      • Exam Question Exercise: Sample Exam 2, Question 2
      View all course details

      ITIL® Foundation training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Planning, Protection & Optimization certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

       

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication.

      View all course details

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

       

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

       

      You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the process aspects of Release, Control and Validation from a practical perspective and covers the following key ITIL process and role areas: Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Request Fulfillment and Evaluation.

       

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

      View all course details
      Video Title
      Length
      00: Course Introduction: ITIL® 2011: Release, Control & Validation
      10 min
      01: Exam Tips
      7 min
      02: Service Management as a Practice Part 1
      26 min
      03: Service Management as a Practice Part 2
      21 min
      04: Service Management as a Practice Part 3
      15 min
      05: Service Asset & Configuration Management (SACM) Part 1
      28 min
      06: Service Asset & Configuration Management Part 2
      25 min
      07: Service Asset & Configuration Management Part 3
      19 min
      08: Change Management (ChM) Part 1
      21 min
      09: Change Management Part 2
      20 min
      10: Change Management Part 3
      24 min
      11: Change Management Part 4
      26 min
      12: Request Fulfillment Part 1
      21 min
      13: Request Fulfillment Part 2
      24 min
      14: Release and Deployment Management Part 1
      26 min
      15: Release and Deployment Management Part 2
      21 min
      16: Release and Deployment Management Part 3
      15 min
      17: Release and Deployment Management Part 4
      18 min
      18: Release and Deployment Management Part 5
      12 min
      19: Release and Deployment Management Part 6
      27 min
      20: Service Validation and Testing Part 1
      21 min
      21: Service Validation and Testing Part 2
      13 min
      22: Service Validation and Testing Part 3
      25 min
      23: Change Evaluation Part 1
      24 min
      24: Change Evaluation Part 2
      16 min
      25: Knowledge Management Part 1
      25 min
      26: Knowledge Management Part 2
      19 min
      27: Service Management Technology
      20 min
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 2011: Release, Control & Validation

      Module 01: Exam Tips

      • Understanding the exam process
      • Exam questions and grading
      • Taking the exam
      • Using the practice exams

      Module 02: Service Management as a Practice Part 1

      • Lifecycle Review
      • Service Management Core Concepts 
      • Generic Roles
      • Key Service Management Concepts for RCV
      • RACI Model
      • Deming’s PDCA Model

      Module 03: Service Management as a Practice Part 2

      • Purpose, Objectives, Scope and Value
      • ST Challenges
      • ST Metrics
      • ST Risks
      • Service Lifecycle and RCV 

      Module 04: Service Management as a Practice Part 3

      • Service Transition Activities for RCV
      • Transition Strategy
      • Transition Planning
      • Exercise: General Service Quality Improvement

      Module 05: Service Asset & Configuration Management (SACM) Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Configuration Model, Configuration Management System
      • Asset Management 

      Module 06: Service Asset & Configuration Management Part 2

      • SACM Activities
      • Plan, Identify and Control
      • Status Accounting and Reporting
      • Verification and Audit

      Module 07: Service Asset & Configuration Management Part 3

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Challenges and Risks
      • Exercise: Simple Model for Desktop Management
      • Exam Question Exercise:
        • Sample Exam 1, Question 6
        • Sample Exam 2, Question 7
      • Exam Question Protocols

      Module 08: Change Management (ChM) Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Design & Planning Considerations
      • Key ChM Definitions

      Module 09: Change Management Part 2

      • Basic Concepts
      • Change Advisory Board
      • CAB Activities
      • "Normal Changes"

      Module 10: Change Management Part 3

      • Activities
      • Assess and Evaluate
      • Authorize, Coordinate, Review & Close
      • Emergency Changes
      • ChM Activities in Service Operation

      Module 11: Change Management Part 4

      • Roles
      • Activities
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Challenges and Risks
      • Exam Question Exercise: Sample Exam 2, Question 6
      • Exam Question Review: Sample Exam 1, Question 6

      Module 12: Request Fulfillment Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Activity Overview

      Module 13: Request Fulfillment Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Risks
      • Exercise: ST Dependencies
      • Exam Question Exercise:
        • Sample Exam 1, Question 4
        • Sample Exam 2, Question 4
      • Exam Question Review: Sample Exam 2, Question 6

      Module 14: Release and Deployment Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Release Packages
      • Deployment Options
      • Deployment Models

      Module 15: Release and Deployment Management Part 2

      • RDM Activities Overview
      • Stage 1: Release and Deployment Planning
      • Service-V Model

      Module 16: Release and Deployment Management Part 3

      • Stage 2: Release and Test
      • Service Testing

      Module 17: Release and Deployment Management Part 4

      • Stage 3: Deployment
      • Deployment Activities

      Module 18: Release and Deployment Management Part 5

      • Stage 4: Review and Close
      • RDM Activities in Service Operations

      Module 19: Release and Deployment Management Part 6

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Risks
      • Exercise: Early Life Support Exit Criteria
      • Exam Question Exercise:
        • Sample Exam 1, Question 1
        • Sample Exam 2, Question 8
      • Exam Question Review: Sample Exam 2, Question 4

      Module 20: Service Validation and Testing Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Test Models
      • Validation and Testing Levels

      Module 21: Service Validation and Testing Part 2

      • Service Validation and Testing Activities
      • Test Management
      • Review SVT Activities

      Module 22: Service Validation and Testing Part 3

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Challenges and Risks
      • Exam Question Exercise:
        • Sample Exam 1, Question 5, 7
        • Sample Exam 2, Question 3
      • Exam Question Review: Sample Exam 2, Question 8

      Module 23: Change Evaluation Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Evaluation Process
      • Risk Management
      • Evaluation Reporting

      Module 24: Change Evaluation Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Challenges and Risks
      • Exercise: “Same Words, Different Tune”
      • Exam Question Exercise:
        • Sample Exam 1, Question 2
        • Sample Exam 2, Question 1, 2
      • Exam Question Review: Sample Exam 2, Question 3

      Module 25: Knowledge Management Part 1

      • Purpose, Objectives, Scope
      • Value to the Business
      • Basic Concepts
      • KM Activities

      Module 26: Knowledge Management Part 2

      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Challenges and Risks 
      • Exam Question Exercise:
        • Sample Exam 1, Question 3
        • Sample Exam 2, Question 5
      • Exam Question Review: Sample Exam 2, Question 2

      Module 27: Service Management Technology

      • Tool Selection
      • Service Automation
      • Tools Specific to RCV 
      • Exam Question Exercise: Sample Exam 1, Question 8
      • Exam Question Review: Sample Exam 1, Question 8 
      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Release, Control and Validation certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

       

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.

      View all course details

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

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

      You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

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

      The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

      • Event Management
      • Incident Management
      • Request Fulfilment
      • Problem Management
      • Access Management
      • Service Desk
      • Technical Management
      • IT Operations Management
      • Application Management
      View all course details
      Video Title
      Length
      00: Course Introduction: ITIL® 2011: Operational Support and Analysis
      8 min
      01: Exam Tips
      7 min
      02: Service Management as a Practice Part 1
      21 min
      03: Service Management as a Practice Part 2
      23 min
      04: Service Management as a Practice Part 3
      27 min
      05: Functions Part 1
      14 min
      06: Functions Part 2
      8 min
      07: Functions Part 3
      22 min
      08: Service Desk Part 1
      25 min
      09: Service Desk Part 2
      25 min
      10: Request Fulfillment Part 1
      23 min
      11: Request Fulfillment Part 2
      12 min
      12: Access Management Part 1
      16 min
      13: Access Management Part 2
      20 min
      14: Event Management Part 1
      19 min
      15: Event Management Part 2
      18 min
      16: Incident Management Part 1
      24 min
      17: Incident Management Part 2
      20 min
      18: Problem Management Part 1
      24 min
      19: Problem Management Part 2
      23 min
      20: Service Management Technology
      10 min
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

       

      Module 01: Exam Tips

      • Understanding the exam process
      • Exam questions and grading
      • Taking the exam
      • Using the practice exams

      Module 02: Service Management as a Practice Part 1

      • Lifecycle Review
      • Processes
      • Definitions
      • SO/OSA Processes
      • Service Operation Functions

      Module 03: Service Management as a Practice Part 2

      • Generic Roles
      • Key Service Management Concepts
      • RACI Model
      • Deming’s PDCA Model

      Module 04: Service Management as a Practice Part 3

      • Service Design Purpose, Objectives, Scope and Value
      • Challenges
      • Metrics
      • Risks
      • Managing Service Operation
      • Exam Question Exercise: Sample Exam 2, Question 8
      • Exam Question Protocols

      Module 05: Functions Part 1

      • Technical Management Objectives
      • Activities
      • Roles Description

      Module 06: Functions Part 2

      • IT Operations Management Objectives
      • Specific Roles
      • Management Objectives
      • Organizational Structure

      Module 07: Functions Part 3

      • Application Management Objectives
      • Activities
      • Exercise: SO Processes and Functions
      • Exam Question Exercise:
        • Sample Exam 1, Question 6
        • Sample Exam 2, Question 5
      • Exam Question Review: Sample Exam 2, Question 8

      Module 08: Service Desk Part 1

      • Purpose and Objectives
      • Type of Service Desks
      • Staffing

      Module 09: Service Desk Part 2

      • Roles
      • Metrics
      • Outsourcing
      • Exam Question Exercise: Sample Exam 1, Question 1
      • Exam Question Review: Sample Exam 2, Question 5 

      Module 10: Request Fulfillment Part 1

      • Purpose, Objectives and Value
      • Basic Concepts
      • Activities
      • Roles

      Module 11: Request Fulfillment Part 2

      • Triggers and Inputs/Outputs
      • Metrics
      • Challenges and Risks
      • Tools and Technology
      • Exercise: RF Process Dependencies
      • Exam Questions
        • Sample Exam 1, Question 7
        • Sample Exam 2, Question 2 

      Module 12: Access Management Part 1

      • Purpose, Objectives and Scope
      • Value to the Business
      • Policies
      • Activities

      Module 13: Access Management Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Metrics
      • Challenges and Risks
      • Tools and Technology
      • Exercise: Applying Controls with Access Management
      • Exam Question Exercise:
        • Sample Exam 1, Question 2
        • Sample Exam 2, Question 4
      • Exam Question Review: Sample Exam 2, Question 2

      Module 14: Event Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Activities

      Module 15: Event Management Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Risks
      • Event Management Design
      • Exercise: Deploy Event Management
      • Exam Question Exercise:
        • Sample Exam 1, Question 4
        • Sample Exam 2, Question 3

      Module 16: Incident Management Part 1

      • Purpose, Objectives, and Scope
      • Value to the Business
      • Basic Concepts
      • Incident Models
      • Activities

      Module 17: Incident Management Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Risks
      • Exam Question Exercise:
        • Sample Exam 1, Question 8
        • Sample Exam 2, Question 7

      Module 18: Problem Management Part 1

      • Purpose, Objectives, Scope and Value
      • Basic Concepts
      • Activities
      • Problem Review

      Module 19: Problem Management Part 2

      • Roles
      • Triggers and Inputs/Outputs
      • Interfaces
      • Information Management
      • Metrics
      • Risks
      • Exercise: IM vs. PM
      • Exam Question Exercise:
        • Sample Exam 1, Question 3
        • Sample Exam 2, Question 6
      • Exam Question Review: Sample Exam 1, Question 8

      Module 20: Service Management Technology

      • Tool Selection Process
      •  Generic Requirements
      • Exam Question Exercise:
        • Sample Exam 1, Question 5
        • Sample Exam 2, Question 1
      View all course details

      ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

      Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

      View all course details

      This course brings together the full meaning of a Lifecycle approach to Service Management. The focus is on the strategy, planning, and measuring ITIL® practices. Understanding and interacting with the lifecycle phase/process/function interactions and interdependencies are crucial to the successful completion of MALC. It is also expected the candidate can apply the high-level concepts of project management and application design, though these concepts are not directly taught during this course.

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

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

      Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction

      Module 01: Service Management and Value

      • Student perceptions/definitions of Service Management
      • In-depth look at value and value concepts

      Module 02: Service Management Components and Roles

      • Processes & Functions
      • Managing process activities via RACI

      Module 03: Key Risk and Knowledge Concepts

      • Risk Frameworks
      • Measuring, Mitigating and Reporting Risk
      • Knowledge management practices to follow, deploy

      Module 04: Exercise: MALC Case Study Analysis

      • Analyzing the MALC Case Study (v1.1)
      • Key Elements

      Module 05: Implement, Assess, Improve Service Management

      • Add Service Strategy to your Service Management activities
      • Strategic Assessments (SWOT)
      • Strategic Assessment Steps

      Module 06: Assessment Frameworks

      • Discussion of several Assessment frameworks:
        • ITIL® maturity assessments
        • ISO/IEC 20000
        • COBIT
        • Six Sigma
        • CMMI
        •  Gap Analysis
        • Benchmarking
      • Compare/contrast the various models
      • Deming Cycle

      Module 07: 7-Step Improvement Process

      • The 7 steps
      • Justifying improvements with a Business Case

      Module 08: Justifying Improvements Financially

      • ROI: Pre- and Post-Program
      • Screening and Preference Decisions
      • CSI & ROI

      Module 09: Managing Organizational Change

      • Impact of improvements
      • Organizational Change via Kotter and others
      • Plan/implement Service Management Technologies

      Module 10: Exercise: Develop Assessment Criteria

      • Assignment of Develop Assessment Criteria
      • MALC Sample Exam Questions

      Module 11: Exercise Review:  MALC Sample Exam Questions

      • Sample Paper 1: Question 1
      • Sample Paper 2: Question 6

      Module 12: Measurements: Metrics

      • Measuring Business Value
      • Metrics…in Review
      • Service Measurement Models
      • Designing Measurement Systems

      Module 13: Measurements: Monitor, Control & Report

      • Monitor & Control Systems (Monitoring Loops)
      • Types of Reporting based on Monitoring
      • Ties to Event Management

      Module 14: Exercise: Applying Assessment Criteria

      • Review of Developing Assessment Criteria
      • Assignment of Applying Assessment Criteria

      Module 15: Integration: Strategic Benefits

      • Ensuring strategic benefits
      • Building Strategic Benefits into other processes/phases

      Module 16: Integration: Lifecycle and Phase Inputs & Outputs

      • Generic Lifecycle  inputs/outputs
      • Specific inputs/outputs per lifecycle phase
      • Handout: Inputs/Outputs v1

      Module 17: Integration: Value to the Business Part 1

      • Service Management Processes Demonstrating Value
      • Value to the Business – Service Strategy & Service Design

      Module 18: Integration: Value to the Business Part 2

      • Service Management Processes Demonstrating Value
      • Value to the Business – Service Transition, Service Operation & CSI

      Module 19: Integration: Process Interfaces

      • Interfaces between all Service Management processes
      • Handout: Process Interface Diagram v1

      Module 20: Exercise: Internet Banking Risks

      • Review of Applying Assessment Criteria
      • Assignment of Internet Banking Risks
      • Exercise Sample Exam Questions

      Module 21: Exercise Review:  MALC Sample Exam Questions

      • Sample Paper 1: Question 6
      • Sample Paper 2: Question 8

      Module 22: Managing Services: Requirements & Cross-Lifecycle Support

      • Managing requirements
      • The SDP
      • Cross-lifecycle, cross-support
      • Improvements
      • Handout: Customer & Users Measuring Satisfaction v1
      • Handout: Satisfaction Survey Types v1

      Module 23: Managing Services: Challenges, Risks, CSFs Part 1

      • Challenges and Risks for SS, SD, ST
      • CSFs for SS, SD, ST

      Module 24: Managing Services: Challenges, Risks, CSFs Part 2

      • Challenges, Risks and CSFs for SS, SD, ST
      • What is your Top 10 list of challenges, risks, CSFs?

      Module 25: Exercise: Where’s the value?

      • Review of Internet Banking Risks
      • Assignment of “Where’s the value?”
      • MALC Sample Exam Questions

      Module 26: Exercise Review:  MALC Sample Exam Questions

      • Sample Paper 1: Question 3
      • Sample Paper 2: Question 2

      Module 27: Governance

      • What is governance? How is it defined? ISO/IEC 38500
      • Where IT (or business) governance is managed – the ISG
      • Management Systems
      • Sourcing and Change Governance

      Module 28: Organizational Structures

      • Centralized vs. Decentralized Spectrum
      • Organizational Development
      • Organization Structures

      Module 29: Organizing Service Management

      • Organizing the Lifecycle phases – Considerations
      • Competencies of Staff
      • Service Provider Types
      • Organizing Service Delivery
      • Handout: Advantages/Disadvantages of Sourcing Structures v1

      Module 30: Exercise: “We’ve been outsourced!”

      • Review of “Where’s the value?”
      • Assignment of “We’ve been outsourced!”

      Module 31: Stakeholder Management

      • Service Management Stakeholders
      • BRM: Managing Stakeholders
      • BRM Lifecycle Activities & Roles

      Module 31: Communication

      • Communication through the Lifecycle Phases

      Module 33: Exercise: Communicating Change

      • Review of “We’ve been outsourced!”
      • Assignment of Communicating Change
      • MALC Sample Exam Questions

      Module 34: Exercise Review:  MALC Sample Exam Questions

      • Review of Communicating Change
      • Sample Paper 1: Question 2
      • Sample Paper 2: Question
      View all course details

      Candidates must have the following:

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

      PMP 6th Edition Training Courses

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

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

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

      Course Features:

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

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

      Gamified Learning 

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

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

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

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

      Module 03: Project Basics

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

      Module 04: Projects and Project Management

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

      Module 05: Role of Project Manager

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

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

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

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

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

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

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

      Module 13: Drawing Out Develop Project Charter

      • Whiteboard Drawing of the Process Concepts

      Module 14: Drawing Out Develop Project Management Plan

      • Whiteboard Drawing of the Process Concepts

      Module 15: Drawing Out Direct and Manage Project Work

      • Whiteboard Drawing of the Process Concepts

      Module 16: Drawing Out Manage Project Knowledge

      • Whiteboard Drawing of the Process Concepts

      Module 17: Drawing Out Monitor and Control Project Work

      • Whiteboard Drawing of the Process Concepts

      Module 18: Drawing Out Integrated Change Control

      • Whiteboard Drawing of the Process Concepts

      Module 19: Drawing Out Close Project or Phase

      • Whiteboard Drawing of the Process Concepts

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

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

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

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

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

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

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

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

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

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

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

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

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

      Module 81: Project Communications Management

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

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

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

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

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

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

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