ITIL V3 Foundation Exam Video Mentor
- Copyright 2011
- Edition: 1st
- ISBN-10: 0-7897-4259-4
- ISBN-13: 978-0-7897-4259-9
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6+ Hours of Video Instruction
Get all the training you need to earn your ITIL Foundation Certificate in IT Service Management and jump forward in your IT career!
The ITIL V3 Foundation Exam Video Mentor is a combined book and DVD set which contains hours of instructor-led presentations in an easy-to-follow format, providing both foundational reinforcement of exam topics as well as exam preparation tips, tricks, and sample questions. The DVD video tackles each ITIL V3 Foundation topical area with the key concepts, process activities, roles, and vocabulary necessary to pass the ITIL V3 Foundation Exam based on the newest APMG syllabus, all through a fun and thorough teaching style. This ITIL V3 Foundation Exam Video Mentor set provides a test-preparation learning experience from a leading Certified ITIL Expert based on the latest examination syllabus, ensuring all current exam topics are covered. Don't be left behind by using outdated 2009-edition materials; this ITIL V3 Foundation Exam Video Mentor will help ensure your success!
About the Instructor
Jill Knapp (Certified ITIL Expert, DPSM) is an IT Service Management consultant and an accredited ITIL trainer for clients worldwide. In June 2007, Jill co-taught the world’s first accredited ITIL V3 Foundation course with exam, after serving on a talented international team to develop the accredited courseware. Her fun and accessible teaching style combines her technical experience with her degree in education, and her V3 Foundation students have enjoyed a near-perfect pass rate. Join the ranks of her successful students!
· All Levels
What You Will Learn
· ITIL key concepts, vocabulary, models, roles, and relationships
· The main processes of ITIL’s five core publications: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement
· How these processes contribute to making an IT organization manageable, efficient, and effective
· Memorization tricks to help you retain and recall the most challenging information
· Strategies for tacking the exam, including tactics for breaking down questions and spotting keywords
· All with Jill’s fun and well-appreciated teaching style and approach, tied to real-world examples!
Who Should Take This Course
· Anyone studying to take the ITIL V3 Foundations exam or who wants to learn more about ITIL.
Table of Contents
Lesson 1: Laying the ITIL Groundwork
1.1 ITIL:An Overview
1.2 ITSM/ITIL Key Concepts
1.3 Sample Questions
Lesson 2: Service Strategy
2.1 Service Strategy Overview
2.2 Service Portfolio Management
2.3 Financial Management
2.4 Demand Management
2.5 Sample Questions
Lesson 3: Service Design
3.1 Service Design Overview
3.2 Service Catalogue Management
3.3 Service Level Management
3.4 Capacity Management
3.5 Availability Management
3.6 IT Service Continuity Management
3.7 Information Security Management
3.8 Supplier Management
3.9 Sample Questions
Lesson 4: Service Transition
4.1 Service Transition Overview
4.2 Service Asset and Configuration Management (SACM)
4.3 Change Management
4.4 Release and Deployment Management
4.5 Knowledge Management
4.6 Sample Questions
Lesson 5: Service Operation
5.1 Service Operation Overview
5.2 ITIL’s Four Functions
5.3 Event Management
5.4 Incident Management
5.5 Request Fulfillment
5.6 Problem Management
5.7 Access Management
5.8 Sample Questions
Lesson 6: Continual Service Improvement
6.1 Continual Service Improvement Overview
6.2 CSI Approaches: Deming Cycle, CSI Model, and the Seven-Step Improvement Process
6.3 CSI Metrics and Measurement
6.4 CSI Interfaces and Roles
6.5 Sample Questions
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