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ITIL Foundation

IT Infrastructures and Service Management training for IT departments.

Michael Shannon

CBT Nuggets Trainer

"I really enjoy the way that computers can bring people together, move information quickly and empower learning. I come from three generations of teachers. My great-grandmother had a huge influenc... Read more.

For IT departments to run well there are processes that need to happen. In a small IT department, each person takes on many -- if not all -- of the processes and manages them individually. But in a big department, the processes need to be shared among job roles, standardized, and managed for maximum efficiency.

That's what IT Infrastructure Library (ITIL) and IT Service Management (ITSM) are all about -- managing the processes within an IT department to make the department run well and to make sure resources are available as needed. This certification and skill set are valuable to medium and large companies because it helps them get the most of their IT investment , both in the technology and in the people.

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Videos
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		Title	Duration
		Introduction to ITIL This introductory training Nugget is to give you an overview of the ITIL library and orient you to the ITIL Foundation certification exam.	00:10:47
		IT Infrastructure Library In this training, we will cover ITIL background, the ITIL version 3 books, the benefits of ITIL and potential pitfalls.	00:27:13
		IT Service Management Concepts We continue your ITIL Foundation certification exam preparation with this training video on IT service management concepts. We will; define service management, cover services and quality, go through organizations and policies and process management.	00:31:47
		Service Desk Support Training topics; service desk versus help desk and call center, functions and activities of the service desk, types of service desk rollouts, service desk personnel and critical success factors.	00:26:56
		Incident Management Training discussion topics; overview of incident management, incident lifecycle, incident escalation, functional vs. hierarchical escalation and benefits, costs and challenges.	00:31:25
		Problem Management Lets continue your ITIL certification exam with this training video about Problem Management. Topics; problems defined, problem management versus incident management, goals and objectives, problem management processes and the problem manager.	00:27:15
		Change Management Change management in a nutshell, is the best way to describe this training video. We will look at key terminology, change management actions and the role of the Change Manager.	00:34:10
		Release Management Who controls implementation? That is one of the questions we hope to answer in this training Nugget. We will also discuss the basics, goals of release management process, release types and the actual release management processes.	00:30:35
		Configuration Management Training in this Nugget includes; concepts and objectives, benefits of configuration management, configuration management activities, costs and problems.	00:32:38
		SLA Management The Service Level agreement or SLA training will take a look at; key terminology, goals and scope of SLM, costs versus benefits, the SLM process and the service level manager.	00:24:21
		IT Services Financial Management ITSFM is an important topic in day-to-day as money is what keeps a company operating. The ITIL certification exam covers managing finances and this training Nugget will cover the concepts, types of costs, goals of ITSFM, processes and activities and the possible pitfalls.	00:35:46
		Capacity Management Lets take a look at capacity management in this training video. Topics; basic terminology, benefits of capacity management, cm subprocesses, capacity management activities and costs and related issues.	00:24:36
		Availability Management Training topics; availability management in a nutshell, 3 key principles of availability, basic availability concepts, the availability process and activities and methodologies.	00:36:32
		IT Service Continuity Management One of the 5 books for the ITIL foundation certification exam. ITSCM training topics; overview, types of disasters, 4-phase process and costs and potential pitfalls of continuity management.	00:33:59
		IT Security Management Security is a huge topic, but this training focuses on Security Management; the big picture and terminology, security controls, security management process, security and the SLA and costs and possible problems, as they relate to the ITIL certification exam.	00:25:28
		Introduction, Service Lifecycle and Service Strategy Training Update for the ITIL foundation certification exam.	00:40:00
		Service Design Training update for Service Design	00:39:57
		Service Transition Training update for the ITIL certification exam regarding Service Transition.	00:39:50
		Service Operation Update to the ITIL certification training for service operation.	00:34:28
		Continual Service Improvement Update to the ITIL certification training for continual service improvement.	00:18:37

Total Series Duration: 10 hours

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ITIL Foundation

IT Infrastructures and Service Management training for IT departments.

Michael Shannon

CBT Nuggets Trainer

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