Some courses qualify for continuing professional education credit by the Project Management Institute (PMI) and the National Association of State Boards of Accountancy (NASBA). If applicable, the associated credits are listed.
| IT Business | Business Analysis | Mentoring Assets | Test Preps |
Some courses qualify for continuing professional education credit by the Project Management Institute (PMI) and the National Association of State Boards of Accountancy (NASBA). If applicable, the associated credits are listed.
| Curriculum | Course Bundle | Course Title | Course Description | Estimated Duration (in hours) |
NASBA Credit | PMI PDU |
|---|---|---|---|---|---|---|
| IT Business | ||||||
| ITIL v3 Intermediate: Operational Support & Analysis | ||||||
| ITIL® V3 OSA: Introduction to Operational Support and Analysis | ib_iosa_a01_it_enus | 2.50 | ||||
| ITIL® V3 OSA: Introduction to Event Management | ib_iosa_a02_it_enus | 3.50 | ||||
| ITIL® V3 OSA: Introduction to Incident Management | ib_iosa_a03_it_enus | 2.50 | ||||
| ITIL® V3 OSA: Incident Management Interactions | ib_iosa_a04_it_enus | 3.00 | ||||
| ITIL® V3 OSA: Introduction to Request Fulfillment | ib_iosa_a05_it_enus | 2.00 | ||||
| ITIL® V3 OSA: Request Fulfillment Process Interfaces and Challenges | ib_iosa_a06_it_enus | 2.50 | ||||
| ITIL® V3 OSA: Introduction to Problem Management | ib_iosa_a07_it_enus | 3.00 | ||||
| ITIL® V3 OSA: Problem Management Process Interfaces and Challenges | ib_iosa_a08_it_enus | 2.50 | ||||
| ITIL® V3 OSA: Introduction to Access Management | ib_iosa_a09_it_enus | 3.00 | ||||
| ITIL® V3 OSA: Introduction to the Service Desk | ib_iosa_a10_it_enus | 2.00 | ||||
| ITIL® V3 OSA: Service Desk Metrics and Outsourcing | ib_iosa_a11_it_enus | 1.50 | ||||
| ITIL® V3 OSA: Introduction to Functions | ib_iosa_a12_it_enus | 2.50 | ||||
| ITIL® V3 OSA: Function Activities | ib_iosa_a13_it_enus | 1.50 | ||||
| ITIL® V3 OSA: Technology and Implementation Considerations | ib_iosa_a14_it_enus | 2.50 | ||||
| ITIL® V3 Overview | ||||||
| ITIL® V3 Overview: Creating a Service Culture | ib_ovvw_a01_it_enus | 2.00 | ||||
| ITIL® V3 Overview: Introduction to the ITIL® V3 Framework | ib_ovvw_a02_it_enus | 2.00 | ||||
| ITIL® V3 Overview: Certification and Benefits | ib_ovvw_a03_it_enus | 2.50 | ||||
| Strategic IT Planning | ||||||
| Setting the Stage for IT Success | STGY0221 | 2.50 | ||||
| Strategic Decision Making | STGY0222 | 1.50 | ||||
| IT Challenges: Present and Future | STGY0223 | 2.50 | ||||
| Strategic IT Planning Simulation | STGY0220 | 0.50 | ||||
| IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 | ||||||
| ITIL V3 Foundation Syllabus v4.2: ITIL and the Service Lifecycle | ib_itlu_a01_it_enus | 1.50 | ||||
| ITIL V3 Foundation Syllabus V4.2: Service Strategy Fundamentals | ib_itlu_a02_it_enus | 2.00 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Strategy Processes | ib_itlu_a03_it_enus | 1.00 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Design Fundamentals | ib_itlu_a04_it_enus | 1.50 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Design Processes | ib_itlu_a05_it_enus | 2.00 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Transition Processes and Principles | ib_itlu_a06_it_enus | 2.00 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Operation Principles and Functions | ib_itlu_a07_it_enus | 1.00 | ||||
| ITIL V3 Foundation Syllabus v4.2: Service Operation Processes | ib_itlu_a08_it_enus | 1.50 | ||||
| ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals | ib_itlu_a09_it_enus | 1.00 | ||||
| Moving from Technical Professional to Management | ||||||
| Management Development for Technical Professionals | MGMT0121 | 3.50 | 5.00 | 3.50 | ||
| Communication Skills for Successful Management | MGMT0122 | 3.00 | 3.00 | 3.00 | ||
| Process Management Skills | MGMT0123 | 4.50 | 2.50 | 4.50 | ||
| Leadership Development for Technical Professionals | MGMT0124 | 3.00 | 2.50 | 3.00 | ||
| Strategies for Transitioning into Management | MGMT0125 | 6.50 | 3.00 | 6.50 | ||
| Transitioning From Technical Professional to Management | MGMT0120 | 0.50 | ||||
| From Technical Professional to Leadership Simulation | MGMT012S | 0.50 | ||||
| Managing Technical Professionals | ||||||
| Understanding Technical Professionals | MGMT0291 | 2.50 | 1.50 | 2.50 | ||
| Attracting, Motivating, and Retaining Technical Professionals | MGMT0292 | 3.50 | 3.00 | 3.50 | ||
| Models for Managing Technical Professionals | MGMT0293 | 4.50 | 3.50 | 4.50 | ||
| Developing Career Plans for Your Technical Professionals | MGMT0294 | 3.50 | 2.00 | 3.50 | ||
| Managing Technical Professionals Simulation | MGMT0290 | 0.50 | ||||
| Technical Support Agent Skills | ||||||
| The Contact Center and Technical Support Agent | CUST0161 | 4.50 | 1.50 | |||
| Technical Support Essentials | CUST0162 | 5.00 | 1.50 | |||
| Assessing Customer Behavior | CUST0163 | 4.50 | 1.50 | |||
| Technical Support Agent Survival Skills | CUST0164 | 3.50 | 1.50 | |||
| Technical Support Agent Skills Simulation | CUST0160 | 0.50 | ||||
| Customer Service Representative, Professionalism | ||||||
| The Customer Service Representative (CSR) | cust_06_a01_bs_enus | 3.50 | ||||
| Support Center Services and Work Environment |n | cust_06_a02_bs_enus | 3.00 | ||||
| Team and Customer Relationships | cust_06_a03_bs_enus | 3.00 | ||||
| Customer Service Representative, Skills | ||||||
| Customer Interactions | cust_07_a01_bs_enus | 3.50 | ||||
| Communication Skills | cust_07_a02_bs_enus | 3.50 | ||||
| Conflict, Stress, and Time Management | cust_07_a03_bs_enus | 3.50 | ||||
| Customer Service Representative, Process | ||||||
| Customer Service Processes and Procedures | cust_08_a01_bs_enus | 3.00 | ||||
| Quality in a Support Center | cust_08_a02_bs_enus | 3.50 | ||||
| Support Center Tools, Technologies and Metrics | cust_08_a03_bs_enus | 3.00 | ||||
| Dealing with Irrational Customers and Escalating Complaints | cust_08_a04_bs_enus | 2.00 | ||||
| Writing Skills for Technical Professionals | ||||||
| Writing for Technical Professionals: Preparation and Planning | ib_wstp_a01_it_enus | 1.00 | ||||
| Writing for Technical Professionals: Effective Writing Techniques | ib_wstp_a02_it_enus | 2.00 | ||||
| Business Analysis | ||||||
| Certified Business Analysis Professional (CBAP™) - BABOK® Guide V2.0 aligned | ||||||
| Introduction to Business Analysis and Essential Competencies | ib_buap_a01_it_enus | 2.00 | 2.50 | |||
| Introduction to Business Analysis Planning | ib_buap_a02_it_enus | 2.50 | 2.00 | |||
| Planning Business Analysis Communication and Monitoring | ib_buap_a03_it_enus | 2.50 | ||||
| Business Analysis Requirements Elicitation | ib_buap_a04_it_enus | 2.00 | ||||
| Business Analysis Requirements Management and Communication | ib_buap_a05_it_enus | 2.00 | ||||
| Business Analysis: Enterprise Analysis | ib_buap_a06_it_enus | 2.50 | ||||
| Business Analysis: Introduction to Requirements Analysis | ib_buap_a07_it_enus | 2.50 | ||||
| Business Analysis: Verify and Validate Requirements | ib_buap_a08_it_enus | 2.00 | ||||
| Business Analysis: Solution Assessment and Validation | ib_buap_a09_it_enus | 3.00 | ||||
| Mentoring Assets | ||||||
| Mentoring Assets | ||||||
| Mentoring ITIL V3 Operational Support and Analysis | mntitv3osa | |||||
| Mentoring ITIL V3 Foundation (ITV3F) | mntitv3f | |||||
| Test Preps | ||||||
| Test Preps | ||||||
| TestPrep ITIL V3 Foundation (ITV3F) | TPITV3F_ENG | |||||