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Continual Service Improvement View Course View Course

ITIL Continual Service Improvement

The Continual Service Improvement (CSI) module forms one of the five Service Lifecycle modules which focus on continual service improvement initiatives through identifying, measuring, reporting and implementing improvements across all Lifecycle stages. This course aims to make one understand the usage of processes, concepts and practice essentials utilized in this stage towards delivering quality Service Management practices. The course methodology will involve analysis of case studies for a practical hands-on approach enabling success in the exam in an easy manner.

Operational Support and Analysis View Course View Course  

ITIL Operational Support and Analysis Qualification

The Operational Support and Analysis module comprises one of the ITIL Service Capability modules. Factual aspects of ITIL processes, approaches, various concepts and roles at a deeper level are discussed which helps one to understand the manner in which they are put into practice and how they interrelate and complement one another at a granular level pertaining to Operational Support and Analysis of operational services and their delivery. Various case studies are used for learning and applying the concepts associated with this course at a practical level which helps one to easily swim through the exam successfully with ease and confidence.

Service Strategy View Course View Course

ITIL Service Strategy

The Service Strategy module is one of the five Service Lifecycle modules, and will be of interest to delegates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices. The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

Service Design View Course View Course

ITIL Service Design

The Service Design module is one of the five Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices. The objective of ITIL Service Design is to design new IT services. The scope of Service Design includes the design of new services, as well as changes and improvements to existing ones.

Service Transition View Course View Course  

ITIL Service Transition

This course will give a detailed description of how the final testing and changes are made. The candidates will learn the overall objectives, policies, concepts, methods and processes which constitute the Service Transition stage. Further, there will be a focus on the principles, purpose, activities, technology, functions and implementation considerations. Finally, they will get a better understanding of all the concepts with the help of a case- study, exercise files and chapter tests enabling them to be fully prepared for the final test.

The main processes and concepts of the course would include:

  • Change Management
  • Service Release and Deployment Management
  • Knowledge Management
  • Service Evaluation
  • Service Validation and Testing
  • Release and Deployment Management
  • Organizing for Service Transition
  • Challenges, CSFs and Risks
Service Operation View Course View Course  

ITIL Service Operation

This course will give a detailed understanding of how to support all the operations required to carry out the services and functions once the service gets deployed to the live environment from the Service Transition stage of the life-cycle. The candidate will learn the objectives, policies, concepts, methods and processes which builds the Service Operation stage up. Further, there will be a focus on the principles, purpose, activities, technology, functions and implementation considerations. Finally, they will get a better understanding of all the concepts with the help of a case- study, exercise files and chapter tests enabling them to be fully prepared for the final test.

The main processes and concepts covered in this course would include:

  • Event Management
  • Incident Management
  • Access Management
  • Problem Management
  • Request Fulfilment

The main functions include:

  • Service Desk
  • Application Management
  • Technical Management
  • Service Operations Management
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