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
Requirements:
- 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.
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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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