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ITIL® Foundation Certification Training

Course Summary

ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. And remember, ITIL certified professionals earn 40% more than their non-certified peers.


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    Course Syllabus


    Course preview

    ITIL® Foundation

    Getting started with ITIL® Foundation 08:06

    Getting started with ITIL® Foundation 08:06

    1.1 - Introduction to service management 21:13

    1 Introduction to Service Management Lifecycle 00:28

    2 Principles of IT Service Management 00:14

    3 Objectives 00:25

    4 IT Service Management-Best Practices 01:10

    5 Public and Proprietary Practices 01:18

    6 Knowledge Check

    7 Service Introduction 01:21

    8 Service Management 02:57

    9 Service Management Practice 01:24

    10 Challenges in Service Management 00:54

    11 Benefits of IT Service Management 00:29

    12 Stakeholders in Service Management

    13 Internal and External Customers 00:58

    14 Internal and External Services 01:19

    15 Process 01:45

    16 Process Characteristics 00:33

    17 Functions Related to Service Management 02:13

    18 How Processes and Functions Operate 00:46

    19 Roles in Service Management

    20 RACI Model 01:05

    21 RACI Model (contd.) 00:28

    22 Types of Service Providers

    23 Supplier and Contracts 00:46

    24 Knowledge Check

    25 Summary 00:40

    1.2 - Service management lifecycle 03:42

    1 The Service Lifecycle 00:13

    2 Objectives 00:21

    3 Components of Service Management Lifecycle

    4 Interactions in the Service Lifecycle 01:08

    5 Relationship between Governance and ITSM 01:13

    6 Summary 00:47

    1.3 - Quiz 00:15

    1 Quiz

    2 Thank You 00:15

    2.1 - Introduction to Service Strategy 04:47

    1 Introduction to Service Strategy 00:28

    2 Service Strategy 00:21

    3 Objectives 00:23

    4 Service Strategy-Overview

    5 Service Strategy Processes 00:45

    6 Types of Services 01:59

    7 Service Strategy-Customers and Users 00:20

    8 KNOWLEDGE CHECK

    9 Summary 00:31

    2.2 - Service Strategy Concepts 16:26

    1 Service Strategy Concepts 00:18

    2 Objectives 00:15

    3 Service Utility and Warranty 01:37

    4 Service Utility and Warranty (contd.) 01:27

    5 Service Assets 01:03

    6 KNOWLEDGE CHECK

    7 Value Creation 00:34

    8 Value Creation (contd.) 00:43

    9 Factors that Influence Customer Perception of Value 00:19

    10 Customer Perception of Value 00:40

    11 Business Outcomes 01:22

    12 Business Outcomes (contd.) 01:33

    13 Service Packages

    14 Service Packages (contd.) 00:41

    15 Business Case and Its Uses 00:52

    16 Business Case Structure 00:29

    17 Risk 01:11

    18 Service Management Technology and Automation 00:44

    19 Automation Benefits 00:46

    20 Service Management Tools 01:15

    21 Summary 00:37

    2.3 - Service Strategy Processes 12:14

    1 Service Strategy Processes 00:21

    2 Objectives 00:28

    3 Demand Management-Overview

    4 Managing Demand for Services 01:22

    5 PBA and UP 00:35

    6 PBA and UP (contd.) 01:36

    7 Service Portfolio Management-Introduction 00:52

    8 Service Portfolio Management-Overview

    9 Service Portfolio-Components 02:12

    10 Service Portfolio Management-Process 01:55

    11 Financial Management-Overview

    12 Financial Management-Activities

    13 Financial Management-Benefits 00:46

    14 KNOWLEDGE CHECK

    15 Business Relationship Management-Overview

    16 BRM External and Internal Service Providers 00:52

    17 Business Relationship Manager Responsibilities 00:35

    18 Summary 00:40

    2.4 - Quiz 00:16

    1 Quiz

    2 Thank You 00:16

    3.1 - Introduction to service design 03:09

    1 Service Design 00:29

    2 Introduction to Service Design 00:13

    3 Objectives 00:19

    4 Service Design-Overview

    5 Roles in Service Design 00:51

    6 Roles in Service Design (contd.) 00:31

    7 Summary 00:46

    3.2 - Key concepts in service design 04:18

    1 Key Concepts in Service Design 00:17

    2 Lesson Objectives 00:20

    3 4 P’s of Service Design

    4 Major Aspects of Service Design 02:03

    5 Service Design Package 00:57

    6 Summary 00:41

    3.3 - Service design processes 35:55

    1 Service Design Processes 00:12

    2 Objectives 00:19

    3 Service Catalogue Management-Overview

    4 Service Catalogue Management Two View Structure

    5 Service Catalogue Management Three View Structure 01:00

    6 Service Catalogue Management Three View Structure (contd.) 00:35

    7 Role of Service Catalogue Manager

    8 Service Level Management-Overview

    9 Service Level Management-Process Activities 01:28

    10 Service Level Management-Key Terms 00:42

    11 Relationship between Service Catalogues and Agreements 01:57

    12 Service Level Management Designing SLA Structures 00:31

    13 Service Level Management Designing SLA Structures (contd.) 03:39

    14 Content of an SLA 01:01

    15 Service Level Management-service Review 00:34

    16 Service Improvement Program 00:38

    17 Interfaces To Service Level Management 00:40

    18 Service Level Management Vs. Business Relationship Management 01:08

    19 Supplier Management-Overview

    20 Supplier And Contract Management Information System 01:50

    21 Supplier Management And Service Level Management 01:00

    22 Supplier Categorisation 01:52

    23 Role Of Supplier Manager 00:56

    24 Capacity Management-Overview

    25 Capacity Management-Process Activities 02:53

    26 Sub Processes in Capacity Management

    27 Capacity Management-Capacity Plan 00:38

    28 Availability Management-Overview

    29 Availability Management-Key Terms 01:41

    30 Availability Management-Expanded Incident Lifecycle 01:45

    31 Concepts Related To Expanded Incident Lifecycle 01:35

    32 IT Service Continuity Management-Overview

    33 IT Service Continuity Management-Key Terms 00:42

    34 IT Service Continuity Management-lifecycle Activities 01:48

    35 Information Security Management-Overview

    36 Information Security Framework 00:39

    37 IT Security Policy 01:22

    38 Information Security Management System 01:48

    39 Design Coordination-Overview

    40 Design Coordination And Governance 00:25

    41 Summary 00:37

    3.4 - Quiz 00:16

    1 Quiz

    2 Thank You 00:16

    4.1 - Introduction to Service Transition 04:15

    1 Introduction to Service Transition 00:31

    2 Service Transition 00:10

    3 Objectives 00:26

    4 Service Transition-Overview

    5 Configuration Item 00:48

    6 Configuration Management System 01:44

    7 Summary 00:36

    4.2 - Service Transition Processes 28:15

    1 Service Transition Processes 00:13

    2 Objectives 00:38

    3 Introduction to Service Transition Processes 01:00

    4 Transition, Planning and Support

    5 Introduction to Change Management 01:21

    6 Change Management-Overview

    7 Change Model 00:57

    8 Types of Change 01:00

    9 Key Terminologies 01:11

    10 Change Proposal 00:49

    11 Change Management Process-Change Flow

    12 Change Advisory Board 00:58

    13 Change Manager-Responsibilities 00:48

    14 7 R’s of Change Management 00:58

    15 Change Metrics 01:33

    16 Key Challenges in Change Management 01:16

    17 Service Asset and Configuration Management-Overview

    18 Knowledge Check

    19 Configuration Baseline and Database

    20 Definitive Media Library 00:43

    21 CMDB and DML 00:55

    22 Secure Library and Secure Stores 00:38

    23 SACM-Logical Model 01:16

    24 Relationship between CMDB, CMS and SKMS 01:39

    25 Introduction to Release and Deployment Management 02:01

    26 Release and Deployment Management-Overview

    27 Release Policy 01:42

    28 Types of Releases 00:53

    29 Release and Deployment Approaches 02:27

    30 RDM Phases

    31 Introduction to Knowledge Management 00:51

    32 Knowledge Management-Overview

    33 Data-Information-Knowledge-Wisdom 01:41

    34 Summary 00:47

    4.3 - Quiz 00:15

    1 Quiz

    2 Thank You 00:15

    5.1 - Introduction to Service Operations 08:12

    1 Service Operation 00:31

    2 Introduction to Service Operations 00:10

    3 Objectives 00:23

    4 Service Operations-Overview

    5 Role of Communication 00:34

    6 Types of Communication 00:52

    7 Events 01:04

    8 Alerts and Incidents 01:10

    9 Problems and Workarounds 01:08

    10 Known Error and Known Error Database 01:03

    11 Priority 00:41

    12 Summary 00:36

    5.2 - Service Operations Processes 18:44

    1 Service Operations Processes 00:13

    2 Objectives 00:20

    3 Event Management-Overview

    4 Event Management-Process Activities 02:28

    5 Event Logging and Filtering 01:16

    6 Manage Exceptional Events 01:47

    7 Manage Informational and Warning Events 01:52

    8 Knowledge Check

    9 Incident Management-Overview

    10 Incident Management-Basic Concepts 01:25

    11 Incident Management-Process Flow

    12 Process Interfaces 01:50

    13 Problem Management-Overview

    14 Types of Problem Management Processes 01:25

    15 Reactive Problem Management-Process Flow 02:41

    16 Problem Management-Interface with Other Processes 01:57

    17 Request Fulfillment-Overview

    18 Service Request 00:43

    19 Access Management-Overview

    20 Summary 00:47

    5.3 - Functions 09:50

    1 Functions 00:12

    2 Objectives 00:29

    3 Service Desk-Overview

    4 Local Service Desk 01:14

    5 Centralised Service Desk 00:48

    6 Virtual Service Desk 01:02

    7 Follow The Sun Service Desk 00:55

    8 Specialised Service Desk 01:01

    9 Service Desk Staffing

    10 Service Desk-Skills Required 00:41

    11 Service Desk Metrics 01:29

    12 Technical Management-Overview

    13 Application Management-Overview

    14 Application Management vs. Application Development 01:16

    15 IT Operations Management-Overview

    16 Summary 00:43

    5.4 - Quiz 00:17

    1 Quiz

    2 Thank You 00:17

    6.1 - Introduction to Continual Service Improvement 01:53

    1 Introduction to Continual Service Improvement 00:49

    2 Continual Service Improvement 00:12

    3 Objectives 00:20

    4 CSI-Overview

    5 Summary 00:32

    6.2 - Key Principles and Models 09:24

    1 Key Principles and Models 00:12

    2 Objectives 00:22

    3 CSI and Organisational Change 00:44

    4 CSI Register

    5 Service Measurement 00:38

    6 CSI Monitor and Measure 00:52

    7 Types of Metrics 01:56

    8 CSI-Measurement and Metrics 00:27

    9 CSF and KPI-Examples 00:16

    10 CSI: PDCA-Deming Cycle

    11 Seven-Step Improvement Process-Overview 00:53

    12 Seven-Step Improvement Process-Scope 00:47

    13 Seven-Step DIKW Model 01:31

    14 CSI Model

    15 Summary 00:46

    6.3 - Quiz 00:11

    1 Quiz

    2 Thank You 00:11

    07 - Assessment

    Assessment

    Final Words 05:16

    Final Words 05:16

    Tips and Tricks 30:28

    Introduction 03:07

    Service Management As Practice 04:08

    Service Strategy 03:44

    Service Design 04:07

    Service Transition 03:48

    Service Operation 03:52

    Continual Service Improvement 01:53

    Service Desk 01:01

    Tricky Questions 01:27

    Time Management 01:45

    Other Roles 01:36

    That was just a sneak-peak into the lesson.
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Course Fee:
USD 1299

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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