What you will learn

• Use IT to improve and grow your business
• Increase efficiency in the working environment
• Master the advanced functions of ITIL
• Understand how to implement, measure, and improve a process

How you will benefit

• Advance your ITIL skills and become an expert on the subject
• Increase efficiency in the workplace
• Set yourself apart from competitors by going after an advanced certification

Requirements:

Hardware Requirements:

• This course can be taken on either a PC or Mac.
• A reliable Internet connection of at least 1 Mbps – to view video tutorials.
• Headphones or speakers connected to your computer – to listen to video tutorials.
• Any web cam with a minimum of 640×480 video pixel resolution – including both external and built-in web cams.
• A microphone connected to your computer.

Software Requirements:

• PC: Windows 8 or newer.
• Mac: OS X Snow Leopard 10.6 or later.
• Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
• Authority to install software on your computer.
• Adobe Acrobat Reader.
• Software must be installed and fully operational before the course begins.

Other:

• Email capabilities and access to a personal email account.

Instructional Material Requirements:

The instructional materials required for this course are included in enrollment and will be available online.

The ITIL Expert level of qualification is aimed at those individuals who are interested in demonstrating a superior level of knowledge of the ITIL Scheme in its entirety.

You will learn to use IT as a way to improve, transform and grow the business, as well as create a more efficient working environment with contingencies in place. The online ITIL Expert course is the high quality path and rich experience to ITIL Expert. This course offers enrollment with or without a voucher. The voucher is prepaid access to sit for the ITIL Expert exams which can be included with this course.

The ITIL courses are offered by IT Training Zone Ltd. an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

1. ITIL Service Strategy
   1. Introduction
   2. Introduction to Service Strategy
   3. Strategy Basics
   4. Strategy and Services
   5. Service Economics
   6. Utility and Warranty
   7. Value and Customer Satisfaction
   8. Service Provider Types and Sourcing
   9. FMITS Introduction
   10. FMITS Process Management
   11. Service Portfolio Management Introduction
   12. Service Portfolio Management Process Management
   13. Service Portfolio Management: Defining Services
   14. SMITS
   15. Demand Management
   16. Business Relationship Management Introduction
   17. Business Relationship Management Process Management
   18. Governance
   19. Organisational Development and Design
   20. Technology Consideration
   21. Service Strategy through the Lifecycle
   22. Challenges, Risks and CSFs
   23. Sample Exam
   24. Practice Exams
2. ITIL Service Operation
   1. Introduction
   2. Foundation Review
   3. Introduction to Service Operation
   4. Service Operation Principles
   5. Service Operation Processes
   6. Service Operation through the Lifecycle
   7. Common SO Activities
   8. Organising SO
   9. Organising SO
   10. Technology Considerations
   11. Implementing SO
   12. Challenges, CSFs, and Risks
   13. Sample Exam
   14. Practice Exams
3. ITIL Service Design
   1. Introduction
   2. Foundation Review
   3. Service Management Practice
   4. Introduction to Service Design
   5. Service Design Principles
   6. 5 Design Aspects
   7. BSM and SOA
   8. Service Catalogue Management
   9. Service Level Management
   10. Capacity Management
   11. Availability Management
   12. ITSCM
   13. Information Security Management
   14. Supplier Management
   15. Design Coordination
   16. Technology Related Activities
   17. Organising for Service Design
   18. Consideration of Technology
   19. Implementation and Improvement
   20. Sample Exam
   21. Practice Exams
4. ITIL Service Transition
   1. Introduction
   2. Foundation Review
   3. Introduction to Service Transition
   4. Service Transition Principles
   5. Transition Planning and Support
   6. Change Management
   7. Service Asset and Configuration Management
   8. Release and Deployment Management
   9. Service Validation and Testing
   10. Change Evaluation
   11. Knowledge Management
   12. Managing Communication and Commitment
   13. Managing Organisational and Stakeholder Change
   14. Stakeholder Management
   15. Organising for Service Transition
   16. Technology Consideration
   17. Introducing Service Transition
   18. Challenges, CSFs and Risks
   19. Sample Exam
   20. Practice Exams
5. ITIL Continual Service Improvement
   1. Introduction
   2. Foundation Review
   3. Service Management as a Practice
   4. Introduction to CSI
   5. CSI Principles Part 1
   6. CSI Principles Part 2
   7. 7 Step Improvement Process
   8. CSI through the Lifecycle
   9. Service Measurement
   10. Metrics and Measurement
   11. ROI and the Business Case
   12. Reporting, SLM and the Business
   13. Assessments and Benchmarking
   14. Measurement and Reporting Frameworks and the Deming Cycle
   15. Supporting Methods and Techniques
   16. Organising for CSI
   17. CSFs, Challenges and Risks
   18. Implementing CSI
   19. Technology Considerations
   20. Sample Exam
   21. Practice Exams
6. ITIL Managing Across the Lifecycle
   1. Service Lifecycle Key Concepts
   2. Communication and Stakeholder Management
   3. Process Integration Across the Lifecycle
   4. Managing Services Across the Lifecycle
   5. Governance and the Organisation
   6. Measurement
   7. Implementing and Improving Service Management
   8. Sample Exam
   9. Practice Exams
7. Implementing ITSM
   1. IT Service Management Visioning
   2. ITSM Assessment
   3. ITSM Planning
   4. ITSM Initial Wins
   5. ITSM Design
   6. ITSM Transition
   7. Ongoing Improvement

Claire Agutter is passionate about all things IT service management and brings this to her role as an instructor. Using her background as an IT service management practitioner and consultant, Agutter manages a number of courses to ensure they directly support career goals.