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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 . . . Continuing in the series of Exam Tips and Tricks, here are a few ways to help my American students navigate the British English often found on the exams. Since ITIL was created in the UK, the ITIL books are written in UK English. If you speak American English, you should expect to see some differences in both language and . . . |
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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