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The ITIL Foundation certification can feel like a moving target sometimes. We trainers and courseware providers especially feel this stress because we have to make sure our materials and presentations prepare our students for what they may be asked on the Foundation exams. It seems like as soon as the syllabus and exams stabilize a bit, APMG changes . . . If you already hold an ITIL V2 Service Manager certification and would like the shortest path to a V3 ITIL Expert, then the Manager Bridge class is for you. The classes will not be offered for much longer, so you need to act soon! APMG has scheduled the official retirement date of this class as June 30, 2011. . . . Continuing our series on ITIL V3 Foundation Exam Tips, here are a few more things to keep in mind. You’ll need to know the difference between processes and functions. Incident Management or Service Desk? Incident Management = the process Service Desk = the function [] Which process is responsible for taking calls from end users and restoring their service . . . |
Service Desk: 10 Tips for Transformation  Click the image, and watch the archived version. Runs 47 minutes.
Balancing Demand & Capacity Management  Click the image, and watch the archived version. Runs 47 minutes. |
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