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IT Infrastructure Library (ITIL®) 2011 Edition Foundation Syllabus

IT Infrastructure Library (ITIL®) 2011 Edition Foundation Syllabus
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ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
PMI/PDU: 1.5

ITIL® 2011 Edition Foundation: Service Strategy Fundamentals
PMI/PDU: 2.5

ITIL® 2011 Edition Foundation: Service Strategy Processes
PMI/PDU: 1.5

ITIL® 2011 Edition Foundation: Service Design Fundamentals
PMI/PDU: 1.5

ITIL® 2011 Edition Foundation: Service Design Processes
PMI/PDU: 2.5

ITIL® 2011 Edition Foundation: Service Transition Processes and Policies
PMI/PDU: 2.5

ITIL® 2011 Edition Foundation: Introduction to Service Operation
PMI/PDU: 1

ITIL® 2011 Edition Foundation: Service Operation Processes
PMI/PDU: 2

ITIL® 2011 Edition Foundation: Continual Service Improvement
PMI/PDU: 1.5

Structura cursului

ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle

  • match the organizations involved with the IT infrastructure library and examinations with their role

 

  • identify the reasons for ITIL®'s success

 

  • identify the features of the ITIL® qualification and examination scheme

 

  • identify how a service can provide value

 

  • identify the features of services

 

  • identify the features of Service Management

 

  • recognize the importance of Service Management and the challenges service providers face

 

  • match each ITIL® volume with a description of what it provides

 

  • recognize the goals and objectives of each Lifecycle stage

 

  • recognize the scope of each Service Lifecycle stage

 

  • recognize the value of each Service Lifecycle stage

 

  • recognize the characteristics of lifecycle functions and processes

 

  • recognize the scope, goals and objectives, and Service Lifecycle stage in a given example

 

 

 

ITIL® 2011 Edition Foundation: Service Strategy Fundamentals

  • describe the basic Service Strategy concepts

 

  • recognize how organizations use assets to create and add value

 

  • recognize how to implement service automation guidelines

 

  • identify the advantages of service automation

 

  • recognize how to use basic Service Strategies to add value

 

  • recognize key considerations for the Strategy Management of an organization's IT services

 

  • recognize how strategic management provides value to an organization

 

  • describe the activities of the strategic assessment and strategy generation stages of the Strategy Management process for IT services

 

  • describe the activities of the strategy execution stage and the measurement and evaluation stage of the Strategy Management process for IT services

 

  • identify key CSFs, KPIs, challenges, and risks of Strategy Management for IT services

 

  • recognize the activities of the define and analyze phases of the Service Portfolio Management process

 

  • recognize the activities of the approve and charter phases of the Service Portfolio Management process

 

  • identify key CSFs, KPIs, challenges and risks of Service Portfolio Management

 

  • describe the main considerations for the Strategy Management of an organization's IT services, given a scenario

 

  • identify the activities of the Strategy Management process for IT services, given a scenario

 

  • identify the activities of the Service Portfolio Management process, given a scenario

 

 

 

ITIL® 2011 Edition Foundation: Service Strategy Processes

  • identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in Demand Management

 

  • distinguish between SLPs and CSPs

 

  • recognize the characteristics of Financial Management concepts

 

  • recognize examples of Financial Management key inputs

 

  • recognize examples of Financial Management key outputs

 

  • recognize key features of Risk Management

 

  • recognize key considerations for business relationship management in an organization's IT services

 

  • describe how business relationship management supports customer satisfaction in Service Strategy

 

  • identify key CSFs, KPIs, challenges and risks of business relationship management

 

  • recognize how to manage Service Strategy in given scenarios

 

 

 

ITIL® 2011 Edition Foundation: Service Design Fundamentals

  • identify the five aspects of Service Design

 

  • recognize how to ensure that Service Design scope is aligned with business needs

 

  • identify considerations when designing a service solution

 

  • identify the options of status within the Service Portfolio

 

  • match roles in the enterprise architecture with their functions

 

  • recognize the areas to consider when designing a management architecture that integrates IT needs with business needs

 

  • identify the features of process design

 

  • recognize scenarios that illustrate metric tree benefits

 

  • demonstrate knowledge of the five aspects of Service Design

 

 

 

ITIL® 2011 Edition Foundation: Service Design Processes

  • recognize the basic concepts of Service Level Management

 

  • identify the objectives of Service Level Management

 

  • recognize how to conduct the activities involved in the negotiating phase of the SLM process

 

  • recognize how to conduct the activities in the monitoring and reporting phases of the SLM process

 

  • recognize the activities in the reviewing phase of the SLM process

 

  • Identify the basics of Service Level Management and how to conduct process activities

 

  • recognize the scope of design coordination

 

  • describe the activities in the design coordination process

 

  • identify the challenges and risks of design coordination

 

  • recognize the characteristics of the Service Catalog

 

  • recognize which Availability Management formula to use in given scenarios

 

  • recognize the responsibilities of the Service Catalog manager and the availability manager

 

  • calculate availability, reliability, and maintainability

 

  • recognize the focus of Capacity Management subprocesses

 

  • recognize the components of the Supplier and Contracts Database

 

  • recognize the responsibilities of the capacity manager and the supplier manager

 

  • recognize the components of the ISM and the objectives of the ISMS elements

 

  • sequence the stages of ITSCM Lifecycle

 

  • recognize the responsibilities of the security manager and the IT service continuity manager

 

  • recognize Service Design processes, objectives, and basic concepts

 

 

 

ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

  • recognize the scope of Service Transition

 

  • describe examples of Service Transition policies

 

  • describe the phases of the Release and Deployment Management process

 

  • identify the Knowledge Management structure

 

  • describe the scope of the service Asset and Configuration Management process

 

  • describe the scope of the transition planning and support process

 

  • describe the scope of the service validation and testing process

 

  • describe examples of Service Transition policies

 

  • identify the activities of the phases of the Release and Deployment Management process

 

  • identify the Knowledge Management structure

 

  • describe the scopes of the asset transition, service support, and testing processes

 

  • differentiate between the types of service change in the Change Management process

 

  • identify the interfaces of the Change Management process

 

  • identify the stages of the normal change lifecycle

 

  • identify the aspects of the change procedure that could differ from a normal change procedure in emergency changes

 

  • differentiate between the types of service change in the Change Management process

 

  • identify the normal change lifecycle process, given a scenario

 

  • identify the emergency change procedures, given a scenario

 

  • identify key challenges of change evaluation

 

 

 

ITIL® 2011 Edition Foundation: Introduction to Service Operation

  • describe the scope of Service Operation

 

  • recognize the responsibilities of Service Operation

 

  • identify the best practice principles for effective communication in Service Operation

 

  • identify strategies for facilitating successful meetings

 

  • determine which service desk structures to use in given examples

 

  • recognize the dual role of Technical Management

 

  • recognize how IT Operations Management achieves balance between its dual roles

 

  • identify the four roles of Application Management

 

  • recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example

 

 

 

ITIL® 2011 Edition Foundation: Service Operation Processes

  • identify the scope of Incident Management

 

  • describe the basic principles of Incident Management

 

  • identify the activities of the Incident Management process

 

  • identify the scope of Incident Management

 

  • identify the basic principles of Incident Management

 

  • identify the activities of the Incident Management process, given a scenario

 

  • describe how Incident Management interfaces with other Service Lifecycle processes

 

  • describe the scope of Problem Management

 

  • describe the basic principles of Problem Management

 

  • identify the activities of the Problem Management process

 

  • identify the scope and principles of Problem Management

 

  • identify the activities of the Problem Management process, given a scenario

 

  • describe how Problem Management interfaces with other service lifecycle processes

 

  • identify the scopes of Event Management, Request Fulfillment, and Access Management

 

 

 

ITIL® 2011 Edition Foundation: Continual Service Improvement

  • identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI

 

  • identify key considerations for implementing CSI

 

  • recognize typical information that should be included in a CSI register

 

  • identify key considerations for using the CSI register

 

  • recognize how the PDCA cycle integrates with the CSI seven-step improvement process

 

  • identify the purpose of using the CSI seven-step improvement process

 

  • identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process

 

  • describe the metrics an organization will need to collect to support CSI and other process activities

 

  • describe best practices for data processing and analysis using the CSI seven-step improvement process

 

  • identify situations and scenarios when improvement implementation is appropriate

 

  • recognize how to use the seven-step improvement process of CSI

 

 

 

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