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ITIL 4 - Foundation R2.0

With more than 1,500,000 certified professionals worldwide, ITIL (IT Infrastructure Library) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL 4 is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance.The 30 Bird ITIL 4 - Foundation course provides IT leaders, management, and support staff with a comprehensive introduction to the core concepts of ITIL 4. It is designed to equip students with a practical understanding of ITIL 4 key concepts, principles, and practices that enable modern IT-enabled services in today’s digital economy.This course is based on the latest ITIL 4 best-practice guidance and will prepare the attendee for the ITIL 4 Foundation exam normally given at its conclusion. Candidates who wish to acquire knowledge in the theory and practices of the ITIL 4 management framework. This knowledge is also required if the candidate wishes to pursue any of the ITIL 4 certification schemes.There are no specific prerequisites for this course. However, some basic knowledge of management theory can be helpful. After completing this course, you will know:What ITIL is; how it fits into the service management framework; how it has evolved over the years; and about the ITIL service value systemThe key concepts of ITIL service management, and how ITIL guiding principles can help an organization to adopt and adapt ITIL service managementThe four dimensions of ITIL service managementThe purpose and components of the ITIL service value system, the ITIL guiding principles, and governanceThe activities of the service value chain, and how they interconnect, and the key concepts of continual improvementThe various ITIL practices and how they connect to value chain activitiesNEW: Release 2.0 includes Sample Exam Papers in the book. Previously available only via download, the sample exams address all the topics covered in our ITIL 4 Foundation course. The questions are worded exactly as they appear in the official ITIL 4 Foundation exams. The Sample Exam Rationales (available via download) provide all the answers to the exam questions, as well as the rationales behind the correct answers. The sample exam questions, answers, and rationales are designed to best prepare you for taking the actual ITIL 4 Foundation exam once you've completed the course...


eMASS Version 5.5: Direct User Training

eMASS (Enterprise Mission Assurance Support Service) is a government-owned web-based application which supports cybersecurity program management. Our courseware will provide students with eMASS skills specific to their roles. It describes the role of eMASS in the Department of Defense’s Risk Management Framework for Information Technology; defines eMASS’s implementation of the Authorization Process; and covers how to operate through eMass in order to support the creation, assessment, and authorization of a completed RMF A&A package...


Customer Service for Help Desk Professionals R1.1

As a customer service help desk professional, you need to interact with customers to address their technical issues, concerns, challenges and problems. To best service these customers, the 30 Bird Customer Service for Help Desk Professionals course will help develop interpersonal skills that will enable you to do so in a professional manner. Your technical expertise will no doubt be useful; however, having additional "people" skills will enable you to appropriately interact and serve the customer.Through this course you will be able to apply practical skills and principles to over-the-phone customer service for customers experiencing technical issues.Upon the successful completion of this course, candidates can expect to gain knowledge and understanding in the following areas:About customer service, its contexts, and its ramificationsIdentifying and improving communication styleManaging appropriate customer expectationsOpening the callKeeping customers informed throughout the processSpecial circumstances—dealing with angry and impatient customersThis course helps candidates understand and learn the skills and techniques to achieve successful customer interaction.About the seriesProfessional skills—such as the ability to manage work schedules and communicate effectively with customers—are personal and interpersonal proficiencies that don’t depend on technical knowledge but are crucial for successful and efficient functioning of any organization. 30 Bird Media is thrilled to announce our brand new line of engaging, relevant, and straight-to-the-point professional development courseware. From the very start we knew it was important not to simply force this new and different content into our existing IT-specific format. Each professional development course comprises an Instructor Guide, a PowerPoint slide deck highlighting important points, and a Student Guide. Taken together, these training tools empower you to teach these concepts effectively in any classroom or workshop setting. For more information and access to the PowerPoint files, please contact your 30 Bird sales representative or call (888) 330-9071. ..


ITIL - Practioner

ITIL Practitioner offers practical guidance on how to adopt and adapt the ITIL framework to support your business objectives. Practitioner is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM). ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. ..


ITIL - Service Design R2.0

The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or program. ..


ITIL - Service Operations

ITIL Service Operation provides guidance on organizing service delivery through the functions of operations management, technical management, and applications management integrated with the service desk that provides a key link between their activities and the business. It identifies how to link operational activities to the value of the organization and how to couple infrastructure and service management for optimum service quality and value. ..


ITIL - Service Strategy

The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Strategy publication. The Service Strategy course focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or program. ..


ITIL - Service Transition R2.0

ITIL Service Transition provides guidance on how to manage many different kinds of transition. Following this guidance will help to ensure that the requirements from service strategy, developed in service design, are effectively realized in service operation while controlling the risks of failure and subsequent disruption. The main focus of Service Transition is the introduction of new and changed services, but includes transition of service provider capabilities such as management information systems and tools, technology and management architectures, processes, and measurement methods and metrics. ..


ITIL - Continual Service Improvement

ITIL Continual Service Improvement provides guidance for the identification of improvement opportunities in all aspects of the service lifecycle. ITIL Continual Service Improvement also looks at the changing business outcome requirements and suggests how these requirements can be met by the delivery of ever increasing quality IT services. ..


ITIL - Operational Support and Analysis

ITIL Operational Support and Analysis focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. OSA also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or program can provide the high quality and cost effective IT services that are required to meet organizational needs. ..


ITIL - Service Offerings and Agreements

ITIL Service Offerings and Agreements focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalog, demand, supplier and financial management. SOA provides guidance to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. ..


ITIL - Planning, Protection and Optimization

ITIL Planning, Protection and Optimization focuses on the practical application of PPO practices in order enable capacity, availability, IT service continuity, information security and demand management. PPO provides guidance on developing organizations’ and individuals’ understanding of the ITIL Service Design processes. ..


ITIL - Release, Control and Validation

ITIL Release, Control and Validation focuses on the practical application of RCV practices in order to enable the successful planning, testing and implementation of new services that meet the organization’s or users’ needs. RCV provides guidance on developing organizations’ or individuals’ understanding of the ITIL Service Transition processes. ..


ITIL - Managing Across the Lifecycle

ITIL Managing Across the Lifecycle (MALC) is between the Intermediate and Expert qualification levels. The MALC certification is necessary to obtain Expert status. MALC helps individuals apply and integrate their ITIL knowledge in real-world settings. ..