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 and 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
ITIL & ITSM
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
7 Disciplines of ITIL
ITIL & ITSM Overview
Security Management
ICT Infrastructure Management
Application Management
Planning to Implement Srvc Management
The Business Perspective
Chapter 1 Review
Service Level Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 2 Review
Capacity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 3 Review
Availability Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review
IT Service Continuity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 5 Review
Financial Management for IT Services
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 6 Review
Incident Management
Service Requests Scope
Service Request vs. RFC
Goals
Roles & Responsibilities
Incident Management Process Summary
Action Steps
Interface with Other ITSM Processes
Management Oversight
Benefits
Potential Consequences
Chapter 7 Review
Problem Management
Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 8 Review
Configuration Management
Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 9 Review
Change Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 10 Review
Release Management
Key Terms
Goals
Procedures
Action Steps
Interface with Other ITSM Disciplines
Benefits
Potential Consequences
Chapter 11 Review
The Service Desk
Overview
Goals
Implementing SD Infrastructure
Key Considerations
Selecting Service Desk Structure
Local Service Desk
Central Service Desk
Virtual Service Desk
Considerations
Incident Classification
Incident Completion
Technologies - Computerized Benefits
Technologies - Customer Interaction
Use of Internet Technology
Responsibilities, Functions and Staffing
Staffing Skill Set
Service Desk Set Up
Service Desk Procedures
Incident Reporting and Review
Key Success Factors
Quick Wins Examples
Potential Problems
Chapter 12 Review
Course Closure
Course Closure
