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ITIL® 2011 Foundation

PEOPLECERT Approved, Affordable & Quality E-Learning Program to Clear ITIL® Foundation Exam at First Attempt
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Created by KnowledgeWoods
Last updated 5/2015
English
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Includes:
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  • Certificate of Completion
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Description

ITIL® 2011 certification provides a comprehensive, consistent and coherent set of best practices for IT service management processes, promoting a quality approach for achieving business effectiveness and efficiency in the use of information systems.

No Wonder - ITIL® 2011 Foundation Certificate has grown to become the most widely accepted approach to IT Service Management in the world.

Based on the latest publications from AXELOS, KnowledgeWoods ITIL® 2011 Foundation Program is a One-of-its-Kind e-Learning solution that presents an innovative way to Learn as well as Prepare for the ITIL® 2011 Foundation Certification Exam at one's own Pace, Place, and Convenience.

Salient Features:-

  • PEOPLECERT Accredited Courseware
  • 200+ Lectures | 20+ Quizzes
  • Storyline Driven Learning
  • Key IT Service Management Templates
  • 05 Mock ITIL® 2011 Foundation Exams based on KnowledgeWoods' Platform
  • 30 PDUs/Contact Hours Certificate by KnowledgeWoods - PMI® Global REP
Who is the target audience?
  • Project Staff with job roles like IT Administrators, Technical Team Lead, IT Consultants, Server Administrators, Project Managers, Business Analysts, Software Architects, Information System Manager working on IT/Application/Service Support projects
  • IT Support Staff with 0-4 Years’ Experience - Looking to build their career in IT Support, IT Helpdesk, IT Infrastructure
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What Will I Learn?
Pass ITIL® 2011 Foundation Certification Exam at the Very First Attempt
Understand the ITIL® Framework and its application towards improving the IT Service Management (ITSM) within an Organization
Identify Goals and Objectives of Service Life Cycle Components
Learn Key ITIL® Terminologies, Fundamentals, and Principles
Recognize ITIL® Processes and Functions
Understand Key Service Management Roles
View Curriculum
Requirements
  • No Prerequisites to join this course. Participants working in IT Infrastructure Support job profile can benefit maximum from this course
Curriculum For This Course
Expand All 207 Lectures Collapse All 207 Lectures 03:59:56
+
Introduction to ITIL 2011 Foundation Program
20 Lectures 23:32


Baseline Assessment
5 questions








Benefits of ITIL
00:40

IT Service Management
01:57

Stakeholders in Service Management
00:51

Internal and External Services
00:25

Internal and External Customers
00:57

Process Model
01:45

Processes
01:10

Function and Role
00:59

RACI Model
01:16

Introduction to ITIL
01:39

Service Lifecycle Approach
02:10

Module End Assessment
10 questions
+
Service Strategy
29 Lectures 31:43
Goal
01:21

Exam Essentials
00:34


Baseline Assessment
5 questions

Purpose of Service Strategy
00:21

Objectives of Service Strategy
01:05

Scope of Service Strategy
00:18

Service Strategy Value to Business
01:32

Service Value
03:13

Let's Play
3 questions

Assets, Resources, and Capabilities
01:25

Core, Enabling, and Enhancing Services
01:54

Service Strategy Processes
00:33

Purpose of Service Portfolio Management
00:35

Objectives of Service Portfolio Management
00:53

Scope of Service Portfolio Management
00:23

Overview of Service Portfolio Management
01:16

Let's Play
1 question

Purpose of Demand Management
00:11

Objectives of Demand Management
00:40

Scope of Demand Management
00:30

Key Concepts of Demand Management
01:50

Purpose of Financial Management
00:30

Objectives of Financial Management
00:37

Scope of Financial Management
00:36

Financial Management: Business Case
00:50

Risk in Financial Management
04:00

Purpose of Business Relationship Management
00:26

Objectives of Business Relationship Management
01:02

Scope of Business Relationship Management
01:00

Business Relationship Management and Service Level Management
00:46

Storyline End
01:42

Module End Assessment
10 questions
+
Service Design
59 Lectures 01:02:07
Goal
01:05

Exam Essentials
00:35

Storyline Starting
01:29

Baseline Assessment
10 questions

Purpose of Service Design
00:29

Objectives of Service Design
00:12

Scope of Service Design
00:32

Service Design Value to Business
00:43

Service Design Package
00:32

Four Ps of Service Design
00:47

Let's Play
1 question

Five Aspects of Service Design
00:53

Technology and Architecture in Automation of Processes
02:29

Service Design Processes
00:28

Purpose of Design Coordination Process
00:19

Objectives of Design Coordination Process
01:40

Scope of Design Coordination Process
00:26

Purpose of Service Level Management Process
00:31

Objectives of Service Level Management Process
00:50

Scope of Service Level Management Process
01:50

SLM Agreements
01:33

SLA Frameworks
02:01

SLM Activities
01:40

Roles and Responsibilities of Service Level Manager
00:58

Purpose of Service Catalogue Management Process
00:21

Objectives of Service Catalogue Management Process
00:49

Scope of Service Catalogue Management Process
00:48

Overview of Service Catalogue
00:29

Service Catalogue: A Two-View Structure
01:21

Service Catalogue: A Three-View Structure
01:02

Benefits of Service Catalogue
02:40

Purpose of Availability Management Process
00:24

Objectives of Availability Management Process
00:53

Scope of Availability Management Process
01:36

Aspects of Availability in Availability Management Process
01:52

Let's Play
5 questions

Overview of Availability Management Process
00:39

Purpose of Capacity Management Process
00:23

Objectives of Capacity Management Process
00:58

Scope of Capacity Management Process
01:26

Capacity Plan
00:39

Capacity Management Subprocesses
02:59

Let's Play
1 question

Purpose of IT Service Continuity Management Process
00:25

Objectives of IT Service Continuity Management Process
01:27

Scope of IT Service Continuity Management Process
01:16

Business Impact Analysis in IT Service Continuity Management Process
00:32

Risk Assessment in IT Service Continuity Management Process
00:39

Let's Play
1 question

Objectives of Information Security Management Process
01:01

Scope of Information Security Management Process
00:32

Information Security Management Policies
01:14

Sample- ISM Policy
01:48

Purpose of Supplier Management Process
00:23

Objectives of Supplier Management Process
00:41

Scope of Supplier Management Process
00:55

Supplier Categorization
02:11

Supplier and Contract Management Information System
00:39

Roles and Responsibilities of Supplier Manager
00:30

Roles and Responsibilities of Process Owner
01:29

Roles and Responsibilities of Process Manager
00:48

Roles and Responsibilities of Process Practitioner
00:37

Roles and Responsibilities of Service Owner
02:17

Storyline End
01:22

Module End Assessment
20 questions
+
Service Transition
39 Lectures 40:44
Goal
00:55

Exam Essentials
00:50

Storyline Starting
01:40

Baseline Assessment
10 questions

Purpose of Service Transition
00:16

Objectives of Service Transition
00:37

Scope of Service Transition
00:41

Service Transition Value to Business
01:19

Purpose of Change Management
00:15

Objectives of Change Management
00:53

Scope of Change Management
00:49

Importance of Change Management
00:18

Key Terms of Change Management
00:47

Types of Changes in Change Management
00:34

Change Model in Change Management
00:54

Activities of Change Management
01:28

Key Terms and Concepts of Change Management
02:10

Roles and Responsibilities of Change Manager
00:23

Let's Play
1 question

Purpose of Service Asset and Configuration Management
00:25

Objectives of Service Asset and Configuration Management
01:26

Scope of Service Asset and Configuration Management
01:02

Key Terms and Concepts of Service Asset and Configuration Management
04:29

Configuration Model in Service Asset and Configuration Management
00:53

CI Relationships in Service Asset and Configuration Management
01:03

Let's Play
4 questions

Purpose of Release and Deployment Management
00:20

Objectives of Release and Deployment Management
01:39

Scope of Release and Deployment Management
00:29

Key Terms and Concepts of Release and Deployment Management
00:55

Phases of Release and Deployment Management
01:29

Approaches of Release and Deployment Management
02:39

Let's Play
6 questions

Purpose of Knowledge Management
00:23

Objectives of Knowledge Management
01:03

Scope of Knowledge Management
00:13

DIKW Diagram
01:45

Service Knowledge Management System
00:35

Purpose of Transition Planning and Support
00:13

Objectives of Transition Planning and Support
01:35

Scope of Transition Planning and Support
00:50

Release Policy in Transition Planning and Support
01:20

Storyline End
01:09

Module End Assessment
18 questions
+
Service Operation
39 Lectures 48:46
Goal
00:40

Exam Essentials
00:42

Storyline Starting
01:37

Baseline Assessment
10 questions

Purpose of Service Operation
00:25

Objectives of Service Operation
00:26

Scope of Service Operation
01:40

Service Operation Value to Business
01:29

Functions in Service Operation
01:42

Service Desk Structures
03:48

Service Desk Metrics
01:38

Service Desk Roles
01:39

Purpose of Event Management
00:22

Objectives of Event Management
00:41

Scope of Event Management
01:04

Types of Events in Event Management
01:57

Role - Service Desk Staff
00:48

Purpose of Incident Management
00:17

Objectives of Incident Management
00:43

Scope of Incident Management
00:17

Key Terms and Concepts of Incident Management
03:38

Activities of Incident Management
05:17

Role of Incident Manager
00:50

Purpose of Request Fulfilment
00:09

Objectives of Request Fulfilment
00:43

Scope of Request Fulfilment
00:31

Key Terms and Concepts of Request Fulfilment
00:59

Request Fulfilment Role
00:57

Purpose of Problem Management
00:42

Objectives of Problem Management
00:15

Scope of Problem Management
00:45

Key Terms and Concepts of Problem Management
01:14

Activities of Problem Management
03:57

Problem Management Role
01:35

Let's Play
5 questions

Purpose of Access Management
00:16

Objectives of Access Management
00:31

Scope of Access Management
00:45

Key Terms and Concepts of Access Management
01:14

Access Management Role
01:02

Let's Play
2 questions

Storyline End
01:31

Module End Assessment
20 questions
+
Continual Service Improvement
21 Lectures 33:04
Goal
00:44

Exam Essentials
00:25

Storyline Starting
02:13

Baseline Assessment
5 questions

Purpose of Continual Service Improvement
00:32

Objectives of Continual Service Improvement
01:04

Scope of Continual Service Improvement
00:32

Continual Service Improvement Value to Business
00:49

Purpose of Seven Step Improvement Process
00:14

Objectives of Seven Step Improvement Process
00:59

Scope of Seven Step Improvement Process
00:52

Overview of Seven Step Improvement Process
03:40

PDCA Cycle
01:34

CSI Register
00:38

CSI Approach
02:27

Metrics in CSI
01:42

Key Terms and Concepts in CSI
04:01

Roles and Responsibilities of CSI Manager
02:36

CSI Interfaces
03:36

CSI Interfaces with SLM
02:41

IT Governance
00:27

Storyline End
01:18

Module End Assessment
10 questions
About the Instructor
4.3 Average rating
838 Reviews
7,753 Students
5 Courses
1000+ Classes, 25000+ Participants

Established in the year 2007, KnowledgeWoods today, is a 70+ people company offering Global Certifications and/or Competency Development Training Programs across India, US, Middle East and South Africa.

Having trained 30,000+ professionals worldwide, KnowledgeWoods works closely with project staff across industry verticals for the Certification/Competency Development Initiatives.

Over 500 Companies worldwide have chosen to work with KnowledgeWoods in order to empower their employees in understanding as well as helping them apply the best practices at workplace.

As a Project Management Institute's Global Registered Education Provider (R.E.P. ID - 2835), Peoplecert ATO and Microsoft® Silver Learning Partner, we possess expertise in Consulting, Training, and Support Services across the following domains:-

- Project Management | Program Management | Portfolio Management- Quality Management- Customer Relationship Management- IT Service Management- Business Analysis- People | Process | Tool Assessment Solutions- e-Learning Content Development | Customized Training Content Development

Why KnowledgeWoods:-

  1. PMI Global Registered Education Provider (R.E.P. ID - 2835)
  2. PEOPLECERT® ATO - Accredited Training Organization
  3. Microsoft® Learning Partner
  4. Overall Exam Success Rate between 97-98% for First Time Exam Takers
  5. Proven Learning Model based on Bloom's Taxonomy
  6. Course Developed by team comprising of Experienced Trainers, E-Learning Specialists & Subject Matter Experts
  7. Comprehensive Participant Feedback Mechanism
  8. Dedicated Customer Support Desk for Query Resolution
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