ITIL V3 Foundation Book and Online Course Bundle (PC MAC)

Van Bon, Jan

ISBN 10: 1906795088 ISBN 13: 9781906795085

Publisher: Glenfis, 2009

Developed by Glenfis, a Swiss consultancy who specialise in ITIL, this Foundation course covers the full ITIL V3 Foundation syllabus in an interactive and engaging format.

The course has been officially accredited, and combines rich graphics in a dynamic presentation style which will hold your attention throughout the course. Questions and scenarios will test your knowledge, and a mock exam at the end of the course will ensure you are ready to take the actual exam.

For a limited time only, this course is available in a bundle with two Van Haren books: IT Service Management based on ITIL V3: A Pocket Guide and ITIL V3 Foundation Exam: The Study Guide.

Features:
* 8-10 hours of self-paced learning
* Engaging training with rich audio and graphics
* Full training for the Foundation exam
* Mock exam with 40 questions generated from a database of 150
* ITIL V3: A Pocket Guide
* ITIL V3 Foundation Exam: The Study Guide
* 90 days subscription to the course

Now with updated online content:

ITIL V3 Online Training Course Content:
Module 1 - Introduction
Service culture, Business and IT integration, What is service management? IT service management according to ITIL, What is ITIL? History of ITIL, Who needs ITIL?, Roles and responsibilities in IT service management: RACI model

Module 2 - Service Strategy
Basics of Service Strategy, Value Creation (Utility & Warranty), Service assets, Service provider types, Processes in Service Strategy: Strategy Generation, Demand Management, Financial Management, Service Portfolio Management

Module 3 - Service Design
Balanced design, Identification of service requirements, Technology domains, Documentation of business requirements, 5 aspects of Service Design, Design models, Sourcing models, Processes in Service Design: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, IT Security Management, Supplier Management

Module 4 - Service Transition
Supporting principles of Service Transition, Policies for Service Transition, The V-model, Processes in Service Transition:, Change Management, Service Asset & Configuration, Release & Deployment Management, Service Knowledge Management

Module 5 - Service Operation
Principles of Service Operation, Balances in Service Operation, Service delivery, Operational health, Communication, Processes in Service Operation: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management. Functions in Service Operation:
Service Desk, Technical Management, Application Management, IT Operations Management

Module 6 - Continual Service Improvement
Principles of CSI, Ownership, Continual Service Improvement Model, The 7-step improvement program, Knowledge Management, Processes in CSI: Service Reporting, Service Measurement and Control, Return on Investment for CSI, Service Assessment and Analysis.

Mock Exam
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ITIL V3: A Pocket Guide

This Pocket Guide is a concise summary of the ITIL version 3. A quick, portable reference tool to this leading standards within the Service Management community.

Introduction to the service lifecycle
Lifecycle Phase: Service Strategy
Lifecycle Phase: Service Design
LifeCycle Phase: Service Transition
Lifecycle Phase: Service Operation
Lifecycle Phase: Continual Service Improvement
Introduction to Functions and Processes
Functions and processes in Service Strategy
Functions and Processes in Service Design
Functions and Processes in Service Transition
Functions and Processes in Service Operation
Functions and Processes in Continual Service Improvement
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ITIL V3 Foundation Exam: The Study Guide

This guide covers all aspects of the ITIL Foundation exam. It includes official OGC sample exams and is supported by a series of ITIL diagrams and glossary licensed by the British Government. By separating the processes within each lifecycle stage, this guide is also very handy and convenient to take back to the work place to start implementing best practices.

* Covers all Foundation Exam Content
* Contains Official Sample Exams
* Contains Official Glossary of terms
* Great fold-flat format for class training
* Processes explained separately to support post exam implementation

"synopsis" may belong to another edition of this title.