CBT Nuggets ITIL Foundations

http://bit.ly/1Q4LWLW

CBT Nuggets ITIL Foundations

Chris Ward covers the IT infrastructure library (ITIL®) that’s ideal for use by large IT departments, including topics such as the service lifecycle, service operations, and more!

Most companies that focus on the IT sector offer services within and without their company. For the end customer outside the company, many services seem to just “show up,” but behind the scenes is an IT department helping to deliver these services. 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 ensure resources are available as needed. This certification and skill set are valuable to medium and large companies because it helps them get the most out of their IT investment, from both technologies and people.

Recommended Experience
Experience working with an IT department
Various IT-related skills
Recommended Equipment
No equipment necessary
Related Certifications
ITIL® Foundations certificate (v3)
PMP®
PMI-Agile ®
Related Job Functions
IT manager
Project lead
Service provider
IT support
Chris Ward has been a CBT Nuggets trainer since 2006 and holds a variety of project management certifications, including PMP and ITIL.

This training has been approved for Category A PDUs. For a listing of how many PDUs are earned for this training, please visit our PMI R.E.P. FAQs on our Forum.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®, and Chris Ward is an EXIN approved Accredited Trainer for ITIL® Foundations.

CBT Nuggets ITIL Foundations Free Download Links

Uploaded Download Links

Get Premium Uploaded Account: Max Speed & Resumable Support Download :

cnitilf.part1.rar
cnitilf.part2.rar

1. ITIL® – Foundations Introduction (10 min)
Most likely, you are this course in order to pass the ITIL® Foundations exam. Here's an overview of the step-by-step journey Chris Ward will take you on during your way to achieving this worldwide-accepted accreditation.
2. ITIL® Foundations – Terminology (15 min)
ITIL® includes a lot of TLAs (three-letter acronyms) and terms that need to be defined to ensure clear communication. This is one of those "take a lot of notes" Nuggets!
3. ITSM and Services (11 min)
We dive a bit deeper into IT service management and services. When you look at each one of the books in the ITIL® Core library, you will see they all have the word "service" in them. Knowing what a service is will help you be successful in understanding what ITIL® is all about.
4. Processes and Functions (13 min)
We break down what a process is, the roles responsible for performing processes, and the functions necessary to the process.
5. Service Lifecycle (13 min)
In the world of IT service management (ITSM), we find that it's necessary to plan out the lifecycle of a service offered to customers. ITIL® uses a five-stage approach made up of processes that are associated with each stage. We take the 30,000-foot view of the ITIL® service lifecycle model and how it helps create the value we are looking for in our services.
6. Service Strategy – Introduction (14 min)
We begin our ITIL® service lifecycle with strategy. There will be plenty of planning in the design stage, but here is where we think about the "WHY" we offer the service. Does it have value? What constitutes value? We explore these questions and more with the strategy stage of the service lifecycle.
7. Service Strategy – Service Packages, SLPs, and Assets (13 min)
We need to provide value to the customer, and that's where service packages come in. A service package might be one service or many bundled together, but the end result is delivery to the customer to meet their needs. Need different options for picky customers? SLPs to the rescue! And don't forget the service assets we need to deliver the packages.
8. Service Strategy – Service Portfolio Management (12 min)
What services do you offer to your customers? Which services are used to help get those services to your customers? What do you have planned to offer in the future? All that and more are contained in your service portfolio. We look at the first of three processes of service strategy on which you'll be tested.
9. Service Strategy – Financial Management for IT (15 min)
At some point in strategy planning, you need to consider the costs of providing services to your customers. Financial management is one of the processes that allows you to accurately predict, maintain, and balance the costs vs. value of the services provided.
10. Service Strategy – Business Relationship Managment (14 min)
Maintaining good relationships with your customers is important. With technology changing rapidly, you need to make sure you are providing the best services for your clients' needs. That's why it's vital to keep your finger on the pulse of your customers' requirements and your service offerings. BRM will help you do that!
11. Service Design – Introduction (10 min)
Now that the strategy is in place, we need to begin to design the services we are providing to the customers. We've looked at our business model, we've written down the needs of the customer, now it's time to design.
12. Service Design – Supplier Management (12 min)
We can't give incredible services and value to our customers alone. We need our vendors to help build our infrastructure, provide licenses for our own software, etc. That's where supplier management comes in!
13. Service Design – Service Level Management (14 min)
When providing services to customers, we typically have put together an agreement on what, when, and how that service will be delivered. Much of this is contained in SLAs (Service Level Agreements). SLM is all about negotiating future service levels, developing OLA's to ensure targets are aligned, and reviewing all supplier agreements to make sure they support your SLAs.
14. Service Design – Service Catalogue Management (10 min)
If someone asked you what services are offered by your company, would you be able to recite them all, with prices and details? Thankfully, we have the service catalogue (SC) that allows us to not only define services, their offerings, and pricing, but also help your internal IT folks understand what is being asked of them!
15. Service Design – Availability Management (16 min)
When a service is down, it's not meeting your needs. Thus, the need in service design (and in other stages) for availability management. Whether it's working on your availability plan or checking the monitoring and measurements happening in your service, designing in high availability and maintaining it is a huge help to your SLAs!
16. Service Design – Capacity Management (13 min)
It's important to have enough resources to meet the service needs you are designing. If you don't have enough bandwidth, storage, or other resources, you could seriously affect the warranty or utility of the service. That means less value! Capacity management will help you plan accordingly and make sure you don't miss anything necessary.
17. Service Design – Information Security Management (11 min)
Privacy and confidentiality are some things we take for granted. However, with the Internet and the need to stay connected, our information is accessible to pretty much anyone… unless we take precautions. When offering IT services, we need to make sure that we balance availability with confidentiality, and openness with integrity.
18. Service Design – Design Coordination and IT Service Continuity Management (13 min)
We finish off the service design stage of the ITIL® lifecycle with two very important features of design: coordination and continuity. Making sure that everyone is talking to each other and planning accordingly is vital to the success of a good design. Plus, we also need to make sure we will have a plan in place for when disaster strikes.
19. Service Transition – Introduction (11 min)
We've strategized, we've designed, and now we need to figure out how to get the plan into place. Too many times in the past, people would just start offering the service without testing the plan, telling people about the plan, and validating the deployment of the plan. Service transition is a vital stage in the ITIL® lifecycle!
20. Service Transition – Transition Planning and Support (11 min)
Before you simply flip a switch and let a service run wild, you need to make sure there is a plan in place as you deploy that new or updated service to your customers. Planning is key, but so is supporting the transition with the appropriate resources.
21. Service Transition – Change Management (12 min)
Change happens. If it didn't, businesses and IT departments would not survive! While not everyone likes change due to the disruptions it can cause, utilizing change management will help make it easier on all involved. In addition, not all change requires a bunch of meetings and authorization gates!
22. Service Transition – Knowledge Management (11 min)
As an organization, you need to have an overall strategy on how to provide, protect, and preserve the knowledge your IT department and service offering need to be successful. Your strategy needs to cover direct IT staff, users, and third-party support, such as suppliers and others. We'll cover two primary parts of knowledge management: the SKMS and the DIKW pyramid.
23. Service Transition – Service Asset and Configuration Management (13 min)
In order to support the transition to the operations phase, you need to have the right assets in place. Tracking those assets will take place in the CMDB, and will require verification and control throughout the process!
24. Service Transition – Release and Deployment Management (17 min)
The planning is in place, the change management is ready, and the knowledge is stored. Now it is time to deploy the new service into live operation! The release and deployment management process will make sure we are on track and getting things in place.
25. Service Transition – Review (13 min)
Before we "review and close" our service transition stage of the ITIL® lifecycle, let's take a moment and remind ourselves of some important concepts. We'll also try out some of Chris Ward's "handy-dandy exam simulation questions" to keep us mentally sharp.
26. Service Operations – Overview (12 min)
We've strategized, designed, and even deployed our new service to our customers. Now it's time to maintain that "steady state" of delivery over the days, months, or even years of our contractual agreement. Service operations deals with the day-to-day functions and processes of ITSM. Incidents, problems, events, and even service desks are going to help keep your customers and IT department on track.
27. Service Operations – Service Desk Function (17 min)
In order to maintain the "steady state" of service operations, there needs to be a point of contact for the IT department, internal users, and customers. The service desk is just what the provider ordered! We take a look at the four different service desk organizational structures.
28. Service Operations – Technical, Application, and IT Operations Management Functions (10 min)
While the service desk is the most well known of the four service operations functions, the other three are the underpinning support for that desk. Knowing the skills and technical expertise of your infrastructure, grasping the flow and need of the many applications running to supply services, and bringing them all together with operations control and facilities management is key to your success in the service operations stage of the ITIL® Lifecycle.
29. Service Operations – Incident and Problem Management (20 min)
We all know the importance of maintaining our services at the agreed levels we worked out with our customers and/or internal IT staff. However, because we work with technology and people, there is a good chance that something might go wrong. So how do we handle these "incidents" and/or "problems" that can degrade or disrupt our service?
30. Service Operations – Event and Access Management (15 min)
These two processes are extremely helpful to service operations to maintain that "steady state" of service delivery. From identifying configuration Items that will stay steady to those that will change, event management helps keep that lifecycle in order. Access management is hugely important in today's security-conscious world.
31. Service Operations – Request Fulfillment (11 min)
In large IT enterprises, you will find that your service desk gets inundated with "requests." These requests could be for a password recovery or a new $10,000 server. In both of these situations you need a process, and a model to follow in order to maintain user and customer satisfaction.
32. Continual Service Improvement (14 min)
Some people think that once you get a service into operations that the ITSM process stops and you set it on autopilot. Being stagnant isn't healthy for any business, especially IT service providers. Continual service improvement is the solution to steady growth and innovation in the IT service provider world.
33. ITIL® Exam Cram (8 min)
Take a moment to walk through some preparatory steps before walking into the "small, well-lit room." Chris shares a few tips and tricks to get you ready for the ITIL® Foundations certificate exam.

If this post was usefull for you, let us know in comments…

The post CBT Nuggets ITIL Foundations appeared first on Free Download For All.

Downloads - Téléchargements