About This Course

Who this course is for:

  • If you are interested in IT service management, this course is for you

What you’ll learn: 

  • The overall framework from the five stages, to processes, and the functional operations groups, all to prepare you for the ITIL® Foundation certification exam


  • Must have taken the ITIL Foundation Certification Part 1: Core Concepts course

In this course, you’ll take the core concepts of IT service management and learn how to apply processes within the five stages of ITIL®. First, you’ll delve into how these processes help deliver value to the customer. Next, you’ll discover how these processes and phases work together to help your teams perform at top quality. Finally, you’ll explore the concepts necessary to apply functional roles within these processes. 

When you’re finished with this course, you’ll have the skills and knowledge of the ITIL® framework and be prepared to take the ITIL® Foundation exam. 

Our Promise to You

By the end of this course, you will have learned about ITIL lifecycle phases and processes.

30 Day Money Back Guarantee. If you are unsatisfied for any reason, simply contact us and we’ll give you a full refund. No questions asked.

Get started today and learn more about ITIL.

Course Curriculum

Section 1 - Service Strategy Introduction
Introduction 00:00:00
ITIL Concepts Review 00:00:00
Definitions Review 00:00:00
Purpose, Objectives, And Scope Of The Service Strategy Lifecycle Stage 00:00:00
Business Value Of Service Strategy 00:00:00
Service Strategy Processes Overview 00:00:00
Section 2 - Service Strategy Processes: Portfolio, Finances, And Relationships
Introduction 00:00:00
Service Portfolio Management 00:00:00
Financial Management For IT 00:00:00
Business Relationship Management 00:00:00
Section 3 - Service Design Introduction: The Blueprinting Phase
Introduction 00:00:00
Purpose, Objectives, And Scope 00:00:00
Business Value Of Service Design 00:00:00
Five Major Aspects Of Service Design 00:00:00
The Service Design Package 00:00:00
The Service Design Processes 00:00:00
Section 4 - Service Design Processes: Setting The Stage For Successful Delivery
Introduction 00:00:00
Design Coordination 00:00:00
Service Level Management 00:00:00
Service Catalog Management 00:00:00
Supplier Management 00:00:00
Availability Management 00:00:00
Capacity Management 00:00:00
IT Service Continuity Management 00:00:00
Information Security Management 00:00:00
Section 5 - Service Transition Introduction: Adding, Changing, And Retiring Services
Purpose, Objectives, And Scope Of Service Transition 00:00:00
Business Value Of Service Transition 00:00:00
Service Transition Processes 00:00:00
Section 6 - Service Transition Processes: Approve, Manage, Deploy, And Document Change
Transition Planning And Support 00:00:00
Service Asset And Configuration Management 00:00:00
Change Management 00:00:00
Release And Deployment Management 00:00:00
Knowledge Management 00:00:00
Section 7 - Service Operation Introduction: Running And Supporting Live Services
Purpose, Objectives, And Scope Of Service Operation 00:00:00
Business Value of Service Operation 00:00:00
Communication In Service Operation 00:00:00
Processes And Functions Of Service Operation 00:00:00
Section 8 - Service Operation Processes: Where Services Are Visible To Customers
Event Management 00:00:00
Incident Management 00:00:00
Incident Management Workflow 00:00:00
Problem Management 00:00:00
Request Fulfillment 00:00:00
Access Management 00:00:00
Section 9 - Service Operation Functions: Units Of Organization To Accomplish Work
What Is A Function 00:00:00
The Service Desk 00:00:00
Technical Management 00:00:00
IT Operations Management 00:00:00
Application Management 00:00:00
Section 10 - Continual Service Improvement Introduction: Getting Better All The Time
What Is CSI 00:00:00
CSFs, KPIs, And Measurements 00:00:00
The Deming Cycle And CSI 00:00:00
The CSI Approach 00:00:00
The CSI Register 00:00:00
Section 11 - Continual Service Improvement Process: The Seven-Step Process
The Seven-Step Improvement Process Of CSI 00:00:00
CSI Metrics 00:00:00
Section 12 - Preparing For The ITIL Foundation Exam
Preparing For The Exam 00:00:00
How To Sign Up For The Exam 00:00:00
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