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ITIL Basics: Beginners Guide to ITIL

Course Summary

Simplilearn’s Beginners Guide to ITIL course is designed for professionals who want to start building a career in IT service management. The course outlines the basic principles and best practices for using IT as a tool for business change and growth, and takes a practical approach to enabling IT services to deliver real business value. Take this course as a first step toward the ITIL Foundation certification, the entry level requirement for many jobs in IT services.


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    Course Syllabus


    Course preview

    Introduction to ITIL® 2011 Course

    0.1 - Overview of ITIL 2011 07:06

    1 Overview of ITIL 2011 00:17

    2 Course Objectives 00:30

    3 ITIL - Introduction 01:28

    4 Overview of ITIL 01:15

    5 Course Agenda 00:38

    6 ITIL 2011 Qualification Scheme 02:46

    7 Conclusion 00:12

    1.1 - Introduction to service management 19:30

    1 Introduction to Service Management Lifecycle 00:26

    2 Principles of IT Service Management 00:13

    3 Objectives 00:24

    4 IT Service Management - Best Practices 00:59

    5 Public and Proprietary Practices 01:24

    6 Service - Introduction 01:20

    7 Challenges in Service Management 01:00

    8 Benefits of IT Service Management 00:26

    9 Stakeholders in Service Management 01:22

    10 Internal and External Customers 00:58

    11 Internal and External Services 00:43

    12 Process and its Characteristics 00:49

    13 Functions Related to Service Management 00:24

    14 Function Related to Service Management (contd.) 01:50

    15 Roles in Service Management 01:14

    16 Service Owner - Responsibilities 00:25

    17 Process Owner - Responsibilities 01:25

    18 RACI Model 01:01

    19 RACI Model (contd.) 00:26

    20 Types of Service Providers 01:27

    21 Supplier and Contracts 00:35

    22 Summary 00:39

    1.2 - Service management lifecycle 03:35

    1 Lesson 2 - The Service Lifecycle 00:10

    2 Objective 00:14

    3 Service Management Lifecycle Components 02:30

    4 Summary 00:41

    1.3 - Quiz 00:12

    1 Quiz

    2 Thank you 00:12

    2.1 - Introduction to Service Strategy 05:21

    1 Introduction to Service Strategy 00:20

    2 Lesson 1-Introduction to Service Strategy 00:16

    3 Objectives 00:19

    4 Service Strategy-Overview 02:07

    5 Types of Services 01:09

    6 Types of Services-Example 00:34

    7 Service Strategy-Customers and Users 00:16

    8 Summary 00:20

    2.2 - Service Strategy Concepts 13:14

    1 Service Strategy Concepts 00:14

    2 Objectives 00:20

    3 Service Utility and Warranty 01:35

    4 Service Utility and Warranty (contd.) 01:23

    5 Service Assets 00:59

    6 Service Assets - Examples 00:10

    7 Value Creation 00:57

    8 Factors Influencing Customer Perception of Value 00:21

    9 Business Outcomes 01:26

    10 Service Packages 00:38

    11 Business Case and Its Uses 00:49

    12 Risk 01:11

    13 Service Management Technology and Automation 00:40

    14 Automation Benefits 00:44

    15 Service Management Tools 01:13

    16 Summary 00:34

    2.3 - Service Strategy Processes 14:37

    1 Lesson 3 - Service Strategy Processes 00:08

    2 Objectives 00:26

    3 Demand Management - Overview 01:18

    4 Patterns of Business Activity and User Profile 00:36

    5 Service Portfolio Management - Overview 02:02

    6 Service Portfolio - Components 02:13

    7 Financial Management - Overview 02:03

    8 Financial Management - Activities 01:04

    9 Financial Management - Benefits 00:39

    10 Business Relationship Management - Overview 02:04

    11 BRM - External and Internal Service Providers 00:53

    12 Business Relationship Manager - Responsibilities 00:33

    13 Summary 00:38

    2.4 - Quiz 00:12

    1 Quiz

    2 Thank You 00:12

    3.1 - Introduction to service design 04:32

    1 Service Design 00:24

    2 Introduction to Service Design 00:10

    3 Objectives 00:16

    4 Service Design Overview 01:51

    5 Roles in Service Design Phase Process Manager 00:46

    6 Roles in Service Design Phase Process Practitioner 00:26

    7 Summary 00:39

    3.2 - Key concepts in service design 03:06

    1 Key Concepts in Service Design 00:13

    2 Objectives 00:15

    3 4 Ps of Service Design 01:20

    4 Service Design Package 00:52

    5 Summary 00:26

    3.3 - Service design processes 22:14

    1 Service Design Processes 00:08

    2 Objectives 00:37

    3 Service Catalogue Management - Overview 01:14

    4 Service Catalogue Manager - Responsibilities 00:35

    5 Service Level Management - Overview 01:26

    6 Service Level Management - Key Terms 00:39

    7 Supplier Management - Overview 01:05

    8 Supplier Management and Service Level Management 00:39

    9 Supplier Categorisation 00:58

    10 Supplier Manager 00:33

    11 Capacity Management - Overview 01:28

    12 Sub - Processes in Capacity Management 01:06

    13 Capacity Management - Capacity Plan 00:30

    14 Availability Management - Overview 01:14

    15 Availability Management - Key Terms 00:46

    16 Availability Management - Key Terms (contd.) 00:44

    17 Availability Management Expanded Incident Lifecycle 01:32

    18 Terms Related to Expanded Incident Lifecycle 01:20

    19 IT Service Continuity Management - Overview 01:28

    20 Information Security Management - Overview 01:15

    21 Information Security Framework 00:36

    22 IT Security Policy 00:45

    23 Design Coordination - Overview 00:52

    24 Summary 00:44

    3.4 - Quiz 00:12

    1 Quiz

    2 Thank You 00:12

    4.1 - Introduction to Service Transition 06:19

    1 Service Transition 00:25

    2 Introduction to Service Transition 00:07

    3 Objectives 00:20

    4 Service Transition Overview 02:26

    5 Configuration Item 00:49

    6 Configuration Management System 01:36

    7 Summary 00:36

    4.2 - Service Transition Processes 31:18

    1 Lesson 2 - Service Transition Processes 00:09

    2 Objectives 00:44

    3 Transition Planning and Support - Overview 01:39

    4 Change Management - Overview 01:09

    5 Change Model 00:54

    6 Types of Change 00:56

    7 Key Terms in Service Transition 01:11

    8 Change Proposal 00:47

    9 Change Management Process - Change Flow 01:46

    10 Change Advisory Board 00:58

    11 Change Manager - Responsibilities 00:45

    12 7 Rs of Change Management 00:39

    13 Change Metrics 01:15

    14 Challenges in Change Management 01:09

    15 Service Asset and Configuration Management Overview 01:19

    16 Configuration Baseline and Database 01:16

    17 Definitive Media Library 00:38

    18 Secure Library and Secure Stores 00:34

    19 SACM - Logical Model 01:09

    20 Relationship between CMDB , CMS and SKMS 01:26

    21 Introduction to Release and Deployment Management 01:01

    22 Release and Deployment Management Overview 01:29

    23 Release Policy 01:27

    24 Type of Releases 00:56

    25 Release and Deployment Approaches 02:18

    26 Knowledge Management Overview 01:21

    27 Data Information Knowledge Wisdom 01:39

    28 Summary 00:44

    4.3 - Quiz 00:12

    1 Quiz

    2 Thank you 00:12

    5.1 - Service Operation 09:58

    1 Service Operation 00:27

    2 Introduction to Service Operation 00:08

    3 Objectives 00:22

    4 Service Operation Overview 01:42

    5 Role of Communication 00:33

    6 Types of Communication 00:50

    7 Events 01:06

    8 Alerts and Incidents 01:18

    9 Problems and Workarounds 01:13

    10 Known Error and Known Error Database 01:01

    11 Priority 00:39

    12 Summary 00:39

    5.2 - Service Operation Processes 28:54

    1 Service Operation Processes 00:09

    2 Objectives 00:28

    3 Event Management - Overview 01:27

    4 Event Management - Process Activities 02:30

    5 Event Logging and Filtering 01:10

    6 Manage Exceptional Events 01:49

    7 Manage Informational and Warning Events 00:56

    8 Manage Informational and Warning Events (contd.) 01:06

    9 Incident Management - Overview 02:53

    10 Incident Management - Scenario 01:07

    11 Incident Management - Basic Concepts 01:28

    12 Incident Management - Process Flow 02:13

    13 Process Interfaces 01:55

    14 Problem Management - Overview 01:10

    15 Problem Management - Sub - Processes 01:23

    16 Reactive Problem Management - Process Flow 02:43

    17 Request Fulfilment - Overview 01:45

    18 Service Request 00:45

    19 Access Management - Overview 01:14

    20 Summary 00:43

    5.3 - Functions 13:50

    1 Functions 00:11

    2 Objectives 00:27

    3 Service Desk - Overview 01:41

    4 Local Service Desk 00:37

    5 Centralised Service Desk 00:36

    6 Virtual Service Desk 01:15

    7 Follow - the - sun Service Desk 01:03

    8 Specialised Service Desk 00:50

    9 Service Desk Staffing 01:48

    10 Service Desk Metrics 01:01

    11 Technical Management - Overview 01:08

    12 Application Management - Overview 01:01

    13 IT Operations Management - Overview 01:30

    14 Summary 00:42

    5.4 - Quiz 00:12

    1 Quiz

    2 Thank you 00:12

    6.1 - Introduction to Continual Service Improvement 04:41

    1 Introduction to Continual Service Improvement 00:41

    2 Introduction to CSI 00:10

    3 Objectives 00:20

    4 CSI - Overview 02:55

    5 Summary 00:35

    6.2 - Key Principles and Models 07:43

    1 Key Principles and Models 00:11

    2 Objectives 00:19

    3 CSI Register

    4 Benefits of CSI Register 00:36

    5 CSI - Monitor and Measure 00:55

    6 Types of Metrics 01:19

    7 CSI - Measurement and Metrics 00:24

    8 CSF and KPI - Examples 00:15

    9 CSI PDCA - Deming Cycle 00:48

    10 Seven - Step Improvement Process - Overview 00:49

    11 Seven - Step Improvement Process , DIKW Structure and PDCA 01:32

    12 Summary 00:35

    6.3 - Quiz 00:09

    1 Quiz

    2 Thank you 00:09

    That was just a sneak-peak into the lesson.
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Course Fee:
USD 99

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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