Gain an understanding of the world of IT Service Management (ITSM) through the eyes of the Information Technology Infrastructure Library (ITIL) framework. This course starts the journey towards ITIL® 4 Foundation certification.
Services are the primary way organizations create value for themselves and others and you need a framework to help you, that's where ITIL® 4 comes in. In this course, ITIL® 4 Foundation: Core Concepts, you will learn foundational knowledge of IT Service Management. First, you will explore the basic definitions of ITSM. Next, you will discover the Service Value System (SVS). Finally, you will learn how to begin preparing for the ITIL® 4 Foundation exam. When you’re finished with this course, you will have the skills and knowledge of ITSM needed to understand the core concepts of the ITIL® framework.
Course Overview Hi everyone, my name is Chris Ward, and welcome to my course, ITIL 4 Foundation: Core Concepts. I am a consultant and trainer at Chris Ward, LLC, and I am an ITIL expert, as well as a project management professional. Have you ever wondered how technology can help us provide services and products to our customers? According to the World Trade Organization, services make up the largest and most dynamic component of both developed and developing economies. Services are the primary way organizations create value for themselves and others, and you need a framework to help you, and ITIL 4 is the way to go. In this course, we are going to build a base foundation of concepts with the ITIL 4 Foundation exam. This is the first of two courses that will prepare you for that exam. Some of the major topics that we will cover include what a service is and how we co-create value with it, what the Service Value system is and how it enables you to succeed in creating value, and how there are four dimensions that we consider in creating, delivering, and supporting services for our customers. By the end of this course, you will have the basic definitions and core concepts of the ITIL 4 framework. And there are no real prerequisites for the course, so feel free to jump on in. From here, you will want to watch the ITIL 4 Foundation: Service Value Chain course to help prepare you for the ITIL 4 Foundation exam. I hope you'll join me on this journey to learn IT service management with the ITIL 4 Foundation: Core Concepts course, at Pluralsight.
Introducing ITIL® 4: What It Is and Why You Should Know It Greetings and salutations everyone! Welcome to ITIL 4 Foundation: Core Concepts. My name is Chris Ward, and it's an honor and privilege to lead you on this journey through the latest and greatest edition of the Information Technology Infrastructure Library framework. This is the first of two courses that you will take to help prepare you for the ITIL 4 Foundation exam, and for many, it will have some of the concepts from version 3 that you may or may not be familiar with. For those of you that have perhaps taken an ITIL version 3 course, I encourage you to spend time in this course familiarizing yourself with some adjustments from version 3 to 4. If you're new to ITIL, welcome to the revolution. So what will we learn about in this module? Well, let's start off with the background and nature of the ITIL 4 framework. We'll also be introduced to the new Service Value System, or SVS for short. Since this is the core concepts portion of the ITIL 4 Foundation path, we'll cover some of the basic definitions that will be used throughout the course and overall framework. We'll talk about the key concepts of creating value through products and services and finish up with an understanding of what a service relationship is all about. Buckle up, and let's begin.
Building the Backbone of the Framework: ITIL® 4 Guiding Principles As our journey continues in ITIL 4 Foundation, we take the time to look at and gain a better understanding of the guiding principles behind the ITIL framework. These principles were formerly nine in number back in the ITIL version 3 Practitioner course, but they've been dropped down to seven here in ITIL 4. Now when you're creating service offerings for your consumers as an IT service provider, there are some overarching principles that can help you in the Service Value System, and that's what we're going to look at in this particular module. Here we are going to take a look at what are the seven guiding principles for ITIL 4. Knowing what these are will help us as we move through the SVS and deliver value to our consumers. Don't forget that value creation is now a co-creation between the service provider and service consumer. That's a big idea we need to understand for not only ITIL 4 Foundation, but also ITIL 4 Managing Professional and ITIL 4 Strategy Leader. So, let's get started.
Welcome to the Future: Understanding the 4 Dimensions of Service Management Let's remember where we are in our journey here for ITIL 4 core concepts. We've looked at the concepts that are key to service management, and we've looked at the guiding principles important for value co-creation. Now we see the environment, the dimensions that we operate within for IT service management. These dimensions are relevant because they impact on all the elements of the Service Value System, or SVS. Many times, organizations become focused on just one area of their initiatives. For example, a company might focus on technology while neglecting to think about the processes necessary to make that technology more effective. So here's the mandatory acknowledgement slide. Everyone ready? Let's get started. Essentially, what we are going to do is a high level here and primarily look at what are the four dimensions and their definitions. Then we will take a look at how these dimensions help with value co-creation. The four dimensions don't exist in isolation. They are all connected in certain ways. So, let's take a look.