Subscribe Today Starting at $24/Month

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
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
22: ITIL’s 7 Guiding Principles - Recommended Reading Chapter 4.3 ITIL 4 Foundation Book
8 min
Quiz #5
23: Start Where You Are
6 min
24: Progress Iteratively with Feedback
8 min
25: Think and Work Holistically
8 min
26: Optimize & Automate
5 min
Quiz #6
27: Introduction to Key ITIL Practices - Recommended Reading Chapter 5 ITIL 4 Foundation Book
7 min
Quiz #7
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
34: SMP Incident Management
8 min
Quiz #11
35: Problem Management
12 min
Quiz #12
Quiz #13
36: SMP Service Requests Management
9 min
Quiz #14
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 Reveiw 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 Reveiw 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.  Suzanne and Doug's accomplishments are noted below.  If you want to learn with the best, then Suzanne and Doug are the instructors 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.
  • 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 conributing 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 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

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
  • You MUST hold the ITIL V3 Foundaiton Certificate
  • 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

ITIL 4 Leader Digital and IT Strategy

This course focuses on the importance and challenges of creating an appropriate digital strategy to enable the success of businesses and how it can (and should) be integrated to 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 to the very strategic level among companies and business leaders. 

    Course Features

    • This course is taught by ITIL Expert and IT Service Mangement 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 on-demand so you have complete flexibility to train when you have time to train.  Watch it as many times and you would like to and ask questions.  You are not limited to a short classroom experience.  Dr. Van Hove is there to support you while you complete the course.
    • 1 Year Course Access
    • Course Materials
    • Graded Exercises
    • Sample Exams
    • Exam Advice
    • Mobile Device Enabled

    Who Should Take This Course?

    This course is designed for:

    • IT Service Managers
    • Experienced professionals looking to advanced their career in Service Management
    • Seasoned Project Managers and Business Analysts who want to learn about IT Strategy

    The ITIL 4 Digital and IT Strategy course is one of two modules that makes up the ITIL 4 Strategic Leader Certification.  When you complete this course and the ITIL 4 Direct, Plan and Improve course and achieve both certifications, you will have achieved the ITIL 4 Strategic Leader designation.

     

    View all course details
    Video Title
    Length
    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 Mamagerial 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, then you only need to take this course, DITS, to achieve 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.

    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
    21: Lifecycle Processes Part 9
    14 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

    View all course details