Course

Course Summary
Credit Type:
Course
ACE ID:
SKIL-0040
Organization:
SkillSoft Corporation
Location:
Online
Length:
17 hours
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 1 Computer Information Systems or Information Technology
Description

Objective:

Learning Modules: ib_itil_01_enus, ib_itil_a02_it_enus, ib_itil_a03_it_enus, ib_itil_a04_it_enus,ib_itil_a05_it_enus, ib_itil_a06_it_enus, ib_itil_a07_it_enus, ib_itil_a08_it_enus, ib_itil_a09_it_enus, & tpitv3f_eng

To enable the student to prepare for the IT Infrastructure Library (ITIL) Foundations V3 Final Exam as related to implementing service management concepts.

Learning Outcomes:

  • Understand the service portfolio management process
  • Identify the five aspects of service design
  • Identify change management scope and objectives
  • Differentiate between examples of the conflicts that service operations face in balancing service options
  • Relate customer service and support needs to the goals of the organization
  • Recognize how organizations use assets to create and add value in the service process
  • Recognize the basic concepts of service level management
  • Recognizing how to measure, and how to identify the challenges to effective incident management
  • Identifying the metrics organizations gather to support continual service improvement activities
Instruction & Assessment

Instructional Strategies:

  • Case Studies
Supplemental Materials