Modules
1 -
Introduction
#
Lesson
Duration
Type
1.
Welcome to the course
FREE
4m:27s

2.
Download the Study Guide

3.
Exam Fundamentals
FREE
6m:7s

4.
100% Pass Guarantee
FREE
3m:6s

5.
Quiz: Introduction

2 -
Concepts and Challenges
#
Lesson
Duration
Type
1.
Objective 1.1
FREE
0m:55s

2.
Organizational Structure
FREE
6m:1s

3.
Integrated/Collaborative Teams
FREE
9m:3s

4.
Team Capabilities, Roles, and Compentencies
14m:49s

5.
Team Culture and Differences
11m:9s

6.
Working to a Customer-Oriented Mindset
7m:53s

7.
Employee Satisfaction Management
6m:39s

8.
Value of Positive Communications
16m:20s

9.
Quiz: Concepts and Challenges

3 -
Shift Left
#
Lesson
Duration
Type
1.
Objective 1.2
0m:29s

2.
What is Shift Left?
3m:32s

3.
Shift Left to the Consumer
1m:33s

4.
Shift Left in DevSecOps
1m:59s

5.
How to Shift Left
5m:7s

6.
Quiz: Shift Left

4 -
Plan and Manage Resources
#
Lesson
Duration
Type
1.
Objective 1.3
0m:57s

2.
Team Collaboration and Integration
1m:30s

3.
Workforce Planning
10m:13s

4.
Results Based Measuring and Reporting
12m:28s

5.
Culture of Continual Improvement
4m:31s

6.
Quiz: Plan and Manage Resources

5 -
Information and Technology
#
Lesson
Duration
Type
1.
Objective 1.4
0m:58s

2.
Integrated Service Management Toolsets
4m:16s

3.
Integration and Data Sharing
6m:23s

4.
Reporting and Advanced Analytics
8m:25s

5.
Collaboration and Workflow
6m:15s

6.
Robotic Process Automation (RPA)
8m:10s

7.
Artificial Intelligence and Machine Learning (AL and ML)
11m:37s

8.
Continuous Integration and Delivery/Deployment (CI/CD)
6m:24s

9.
Information Models
2m:14s

10.
Quiz: Information and Technology

6 -
Using a Value Stream
#
Lesson
Duration
Type
1.
Objective 2.1
0m:25s

2.
Using a Value Stream
9m:10s

3.
Considerations
6m:0s

4.
Value Stream Mapping
6m:44s

5.
Waterfall Approach
3m:51s

6.
Agile Approach
3m:34s

7.
Putting It All Together
5m:38s

8.
Quiz: Using a Value Stream

7 -
ITIL Practices for New Services
#
Lesson
Duration
Type
1.
Objective 2.2
0m:49s

2.
Service Design
5m:56s

3.
Software Development and Management
5m:27s

4.
Deployment Management
8m:53s

5.
Release Management
5m:27s

6.
Service Validation and Testing
7m:47s

7.
Change Enablement
5m:31s

8.
Quiz: ITIL Practices for New Services

8 -
Providing User Support
#
Lesson
Duration
Type
1.
Objective 2.3
0m:32s

2.
Providing User Support
11m:46s

3.
Stakeholders
4m:17s

4.
Managing Support
4m:16s

5.
Quiz: Providing User Support

9 -
ITIL Practices in User Support
#
Lesson
Duration
Type
1.
Objective 2.4
0m:34s

2.
Service Desk
4m:30s

3.
Incident Management
5m:8s

4.
Problem Management
2m:25s

5.
Knowledge Management
3m:38s

6.
Service Level Management
4m:48s

7.
Monitoring and Event Management
3m:41s

8.
Quiz: ITIL Practices in User Support

10 -
Work and Activities
#
Lesson
Duration
Type
1.
Objective 3.1
0m:31s

2.
Queues and Backlogs
7m:47s

3.
Prioritizing Work
3m:12s

4.
Time and Cost Factors
5m:33s

5.
Triage
1m:58s

6.
Swarming
4m:30s

7.
Quiz: Providing User Support

11 -
Buying, Building, and Sourcing
#
Lesson
Duration
Type
1.
Objective 3.2
0m:34s

2.
Buy vs Build Considerations
1m:54s

3.
When to Buy or Build
7m:6s

4.
Requirements Generation
4m:23s

5.
Sourcing Options
1m:2s

6.
Types of Outsouring
1m:57s

7.
Sourcing Considerations
4m:44s

8.
Service Integration and Management (SIAM)
3m:28s

9.
Quiz: Buying, Building, and Sourcing

12 -
Conclusion
#
Lesson
Duration
Type
1.
Conclusion
3m:37s

2.
Practice exam 1

3.
Practice exam 2

4.
Practice exam 3

5.
Exam Voucher