ITIL Infrastructure Library V3 ITLE Foundation Extra

The Professional level exam for best practice in IT Service Management.

Course Contents

Stage 1: Consulting

Stage 2: International Institute of Business Analysis IIBA: Certified Business Analysis Professional CBAP Exam

Stage 3: Customer Service

Stage 4: ITIL Infrastructure Library V3 ITIL Foundation Exam

Course Code:

ITL-1

Course Duration:

12 months

Typical Study Hours:

100 - 120 hours

Course Fees:

See our Fee Guide

Course Demo:

Request an online Course Demo

Study Prerequisite:

Basic office, administration or customer service experience.

Additional Information for Stage 1:

• Consulting
  • Consulting with the External Client
    • Essentials of External Consulting
    • The Client-Consultant Relationship
    • Diagnosing and Planning
    • Managing Delivery
  • Consulting with the Internal Client
    • Essentials of Internal Consulting
    • Internal Consulting Skills
    • Establishing a Relationship with Internal Clients
    • A Workable Solution for Internal Clients
    • Evaluating Internal Assignments
  • Internal Consulting for the Technical Professional
    • The Technical Professional as Internal Consultant
    • Creating Effective Contracts
    • Using Data as a Technical Professional Consultant
    • Resistance and Technical Professional Consultants

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Additional Information for Stage 2:

• International Institute of Business Analysis IIBA: Certified Business Analysis Professional CBAP Exam
  • Core Concepts in Business Analysis
  • Enterprise Analysis and Making a Business Case
  • Introduction to Requirements Planning
  • Requirements Planning and Management
  • Eliciting Requirements
  • Analysing Requirements Using Models
  • Refining and Documenting Requirements
  • Communicating and Implementing Requirements

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Additional Information for Stage 3:

• Customer Service
  • Managing a Customer-focused Department
• Customer Relationship Management
• Frontline Call Centre Skills
• How to Excel at Customer Service
• Inbound Call Centre Management
• Internal Customer Service
• Internal Customer Service Agent Skills
• Managing a Customer Service-Oriented Culture
• Managing a Customer Service-Oriented Culture
• Measuring Customer Satisfaction
• Technical Support Agent Survival Skills

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Additional Information for Stage 4:

• ITIL Infrastructure Library V3 ITIL Foundation Exam
  • ITIL V3 - ITIL and the Service Lifecycle
  • ITIL V3 - Service Strategy Fundamentals
  • ITIL V3 - Service Strategy Processes
  • ITIL V3 - Service Design Fundamentals
  • ITIL V3 - Service Design Processes
  • ITIL V3 - Service Transition Processes and Principles
  • ITIL V3 - Service Operation Principles and Functions
  • ITIL V3 - Service Operation Processes
  • ITIL V3 - Continual Service Improvement Fundamentals

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