|
Solution Area |
Curriculum |
Series or Learning Path |
Course Title |
Course # |
Estimated Duration
(in hours) |
NASBA Credit |
PMI
PDU |
|
|
|
NOTE: Click on a course number for a complete course
description. |
|
SALES and CUSTOMER FACING SKILLS |
|
|
|
Customer Service Curriculum |
|
|
|
IT Infrastructure Library (ITIL) Foundations V3 |
|
|
|
ITIL V3 - ITIL and the Service Lifecycle |
ib_itil_a01_it_enus |
1.50 |
|
|
|
ITIL V3 - Service Strategy Fundamentals |
ib_itil_a02_it_enus |
2.40 |
|
|
|
ITIL V3 - Service Strategy Processes |
ib_itil_a03_it_enus |
1.10 |
|
|
|
|
ITIL V3 - Service Design Fundamentals |
ib_itil_a04_it_enus |
2.00 |
|
|
|
|
ITIL V3 - Service Design Processes |
ib_itil_a05_it_enus |
2.50 |
|
|
|
|
ITIL V3 - Service Transition Processes and Principles |
ib_itil_a06_it_enus |
2.50 |
|
|
|
ITIL V3 - Service Operation Principles and Functions |
ib_itil_a07_it_enus |
2.00 |
|
|
|
ITIL V3 - Service Operation Processes |
ib_itil_a08_it_enus |
1.50 |
|
|
|
|
ITIL V3 - Continual Service Improvement Fundamentals |
ib_itil_a09_it_enus |
1.50 |
|
|
|
TOP |
IT Infrastructure Library (ITIL) Foundations |
|
|
|
ITIL: The Service Desk and Incident Management |
CUST0181 |
3.50 |
3.00 |
|
|
ITIL: Configuration and Release Management |
CUST0182 |
3.00 |
2.50 |
|
|
ITIL: Service Level and Capacity Management |
CUST0183 |
2.50 |
2.00 |
|
|
|
ITIL: Problem and Change Management |
CUST0184 |
2.50 |
2.00 |
|
|
|
ITIL: Continuity and Availability Management |
CUST0185 |
2.50 |
2.00 |
|
|
|
ITIL: Financial and Security Management |
CUST0186 |
2.00 |
2.00 |
|
|
TOP |
Inbound Call Center Management |
|
|
|
The Inbound Call Center |
CUST0211 |
2.50 |
1.50 |
|
|
|
Inbound Call Center Management: Leadership |
CUST0212 |
3.00 |
2.50 |
|
|
Inbound Call Centers: People Management |
CUST0213 |
3.00 |
2.50 |
|
|
Inbound Call Center Technology |
CUST0214 |
4.00 |
4.50 |
|
|
|
Performance Metrics for an Inbound Call Center |
CUST0215 |
2.50 |
2.50 |
|
|
|
Mentoring Assets |
|
|
|
Mentoring Information Technology Infrastructure Library
Foundations (ITIL) |
mntitilfv1 |
2.50 |
|
|
|
|
Mentoring Customer Support Specialist |
mnthdo400 |
2.50 |
|
|
|
|
Mentoring ITIL V3 Foundation (ITV3F) |
mntitv3f |
2.50 |
|
|
|
TOP |
TestPreps |
|
|
|
TestPrep Information Technology Infrastructure Library
Foundations (ITIL) |
TPITILFV1_ENG |
2.50 |
|
|
|
|
TestPrep ITIL V3 Foundation (ITV3F) |
TPITV3F_ENG |
2.50 |
|
|
