Robert Brents - Mr. Brents is an extremely accomplished individual being a successful consultant, speaker, and trainer. He is also the author of "Shoot the Project Manager" and the forth coming "Frank Sinatra Didn't Move Pianos". Having created both rapid skills transfer for more effective instructor lead training and the 80/20 performance system that helps companies identify vital skills that produce outrageous success have made him a valuable asset to many companies. He is a member of the National Speakers Association and the American Society for Training and Development.
Mr. Brents has nearly 3 decades of experience of developing and delivering programs for businesses, educational facilities, and associations in the US, Canada, and Europe. All of his training is rooted in product experience including work as an IT Manager. Some notable project he has worked on include business process automation reengineering, online transaction process automation, a financial internet for a major university, and a business to business portal for a cellular phone company. In additional to these projects he has worked with companies such as AOL, Bank of America, and Meryl Lynch.
- Main Menu
Move through hours of in-depth content - quickly and easily due to the efficient and organized structure.
- PowerPoint
Utilizing PowerPoint presentations enhances the delivery by displaying a variety of visual information to the user. This type of representation allows the user to better interpret the material through charts, definitions, graphs, and more...
- Exclusive Learning Zone
Train around the clock, around the world. Our certified online instructors are located at global support centers in the U.S., U.K., Australia, and Singapore to provide real-time answers to technology- and soft-skill-related questions 24x7. This means access to a live subject matter expert no matter where you are - day or night. This level of student/instructor interaction provides real-time training specific support ansd extends training beyond content and instructor-led solutions by providing flexibility to accommodate individual needs and schedules.
- Controls
Move forward, back, and repeat entire topics or just a section. A progress bar illuminates as you advance through exercises.
- Full Motion Video
All courses feature full-motion videos of instructors teaching the information as if they are speaking directly to you. Our unique delivery simulates a one-on-one classroom environment creating a more personal lesson and learning experience.
- Study Guides
Printable study guides for the entire course are available. This allows all material to be viewed, reviewed, and printed for viewing at a later date.
- Review Exercises
Each section has a review quiz to aid in the learning process by validating the comprehension of the material covered before moving on to a new section.
- Resume
All courses are resumed to where you left off last session allowing you to learn when it is convenient for you without the hassle of remembering where you where.
- Live Demonstrations
Demonstrations are a way for the instructor to show and tell the user how to perform
a task by actually doing it on screen in front of them. In this format it gives the user the power to see things done by a professional in the intended environment as many times as they would like.
- Certificate of Completion
Career Academy is recognized worldwide for its technology-based IT training curriculums. Upon successful completion of our program, you will be receiving a Career Academy Distance Education Certificate of Completion.
Course Introduction
Course Introduction
What is ITIL?
What is ITIL?
ITIL and QOS
Who’s Using ITIL?
Benefits of Using ITIL
Benefits to the Customer and User
Benefits of ITIL to IT
Implementation Problems
Seven Disciplines of ITIL
What Is ITSM?
Eleven Practices of ITSM
Service Delivery & Service Support
ITIL Big Picture
Chapter 1 Review
Service Delivery
Service Level Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Capacity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Availability Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
IT Service Continuity Mgmt
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Financial Mgmt for IT Service
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Chapter 2 Review
Service Support
Incident Management
Goals
Roles & Responsibilities
Process Summary
Action Steps
Benefits for Business
Benefits for IT
Potential Consequences
Problem Management
Introduction
Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Configuration Management
Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Change Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Release Management
Goals
Procedures
Action Steps
Benefits
Potential Consequences
Service Desk
Goals
Architecture
Service Desk Activities
Responsibilities
Customer Support
Incident Classification
Incident Completion
Service Quality
Key Success Factors
Quick Wins: Examples
Potential Problems
Chapter 3 Review
Security Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review
ICT Infrastructure Management
Overview
Design and Planning
Objectives
Inputs
Processes
Deliverables
Roles & Responsibilities
Management Processes
Deployment
Benefits
Costs
Possible Problems
Roles & Responsibilities
Management Processes
Design Phase
Build Phase
Rollout Phase
Operations
Management Processes
Management of ICT Infrastructure Events
Inputs
Deliverables
Roles & Responsibilities
Technical Support
Goals
Management Processes
Inputs
Deliverables
Roles & Responsibilities
Chapter 5 Review
Applications Management
Introduction
Positioning Of Application Management
Managing the Business Value
Aligning Business and IT
Key Business Drivers
Managing the Application “Portfolio”
Aligning the Delivery Strategy
The Application Management Lifecycle
Requirements Phase
Design Phase
Build Phase
Deploy Phase
Operate Phase
Optimize Phase
Roles And Functions
Goals and Metrics
Benefits of Application Management
Potential Consequences
Chapter 6 Review
Planning to Implement Service Mgmt
Introduction
Methodology
Optimal State
Current State
Desired State
The Path
Milestones
Sustaining Momentum
Chapter 7 Review
The Business Perspective
Overview
The Value of IT
Value Perspective
Business/IT Alignment
Understanding the Business Viewpoint
Managing Service Provision
Roles, Responsibilities & Interfaces
Chapter 8 Review
Course Closure
Course Closure
