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ITIL 2011 Foundation

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Test Number : PC0-001
Test Name : ITIL 2011 Foundation
Vendor Name : PEOPLECERT
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This hands-on ITIL Version 3 Foundation certification training program introduces the student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library. Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs

Introduction to ITSM
IT’s Total Cost of Ownership (TCO)
ITSM’s Value to the Business
IT Service Management (ITSM)
Critical Success Factors (CSF)
Need to Know ITSM Concepts
IT Service Provider Model
IT Service Provider Domain Map
IT Governance
IT Service Lifecycle Management
IT Resource Management
IT Quality Management
IT Security Management
IT Service Provider Capability Model
The Service Provider Model Deployed
Good Practice
– Introduction to ITIL Version 3
Introduction to ITIL Version 3
ITIL History
ITIL Description
ITIL v3 Service Lifecycle
ITIL v3 Service Lifecycle Management Processes
Managing Services with ITIL
– Service Strategy
Service Strategy
The Service Lifecycle
Service Strategy Objective
Service Strategy Processes
Service Stategy
– Principles
Value Creation
Utitlity & Warranty
Service Assets
Service Provider Types
Service Portfolio
Service Portfolio Management
– Service Design
Service Design
The Service Lifecycle
ITSM Service Design Objective
Service Design Processes
Service Design Principles
Service Portfolio Design
Technology Design
Process Design
Measurement Design
Service Provider Models
– Service Transition
Service Transition
The Service Lifecycle
Service Transition Objective
Service Transition Processes
Service Transition Goals
Service Transition Value to the Business
Service Operation
The Service Lifecycle
Service Operation Objective
Service Operation Processes
Service Operation Technology Domains
Service Operation Management Domains
Service Operation Goals
Service Operation Principles
Service Operation Value to the Business
Continual Service Improvement
The Service Lifecycle
CSI Objective
CSI Model
CSI Goal
The Principles of CSI
CSI Benchmarks
Service Level Management
Continual Improvement
Service Measuring & Reporting Frameworks

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