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System Requirements
- Platform: Windows Vista / 7 / XP, Mac OS X
- Media: CD-ROM
- Item Quantity: 1
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Product Description
Product Description
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.
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
* 90 days subscription to the course
Course content:
Module 1: Introduction and Basic Concepts
Business and IT Integration, Strategic Management Processes, Functions and Processes, Controls within IT, RACI Model, Service Culture, Value Composition, Balancing Quality, IT Service Management (ITSM)
Module 2: Service Lifecycle
Lifecycle Concept, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Module 3: Service Offerings and Agreement
Service Strategy Process, Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management
Module 4: Planning, Protection and Optimisation
Demand Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management
Module 5: Release Control and Validation
Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Knowledge Management
Module 6: Operational Support and Analysis
Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, Application Management, IT Operations Management
Mock Exam
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