The IT Infrastructure Library (ITIL®) is the most globally recognized IT service management framework. In this course, you'll begin learning the five lifecycle stages of IT service management and prepare for the ITIL® Foundation certification exam.
Most people that work in information technology don't have a proper understanding of how their skills underpin the business they work in. In this course, ITIL® Foundation: Core Concepts, you'll learn foundational knowledge of IT service management, and how the IT Infrastructure Library (ITIL®) can help establish a framework for your organization to successfully deliver IT services to customers efficiently and effectively. First, you'll discover what ITIL® is all about. Next, you'll explore the basics of IT service management and what to expect when taking the ITIL® Foundation exam. Finally, you'll delve into how people are vitally important to the ITIL® framework. When you're finished with this course, you'll have the skills and knowledge of the basic understanding of IT service management as outlined by ITIL®. ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course Overview Hi everyone, my name is Chris Ward, and welcome to my course, the ITIL Foundation: Core Concepts. I'm an IT trainer and consultant at Chris Ward LLC, a project management professional, MSCE, and ITIL expert. When delivering IT services in today's world, it's vitally important to understand how to set up a framework, a structure if you will, in order to deliver those services to your customers and help the business achieve its mission. This course is an accredited course to help you gain knowledge about the core concepts of IT service management according to the Information Technology Infrastructure Library, or ITIL as it's commonly called. It's also the first of two courses that will help prepare you to take the ITIL Foundation certification exam. Some of the major topics that we will cover include the definition of service, especially an IT service, why ITIL is a best practice framework, how people and processes allow you to successfully deliver those services, and, of course, how to study and prepare for the ITIL exam. By the end of this course, you'll know the basic concepts that undergird the ITIL framework and how it will help you in performing proper IT service management. Before beginning the course, you should understand that this is the introductory level course for ITIL. No previous knowledge is required; however, a basic understanding of the purpose of an IT service provider, as well as a basic understanding of IT will definitely be to your advantage. From here, you will feel comfortable diving deeper into ITIL with courses on operational support and analysis; planning, protection, and optimization; and perhaps ultimately, the managing across the lifecycle course to prepare for ITIL Expert. I hope you'll join me on this journey to learn IT service management with the ITIL Foundation: Core Concepts course here at Pluralsight.
Introduction to ITIL® Hello friends. Welcome to module 1 of the ITIL Foundation: Core Concepts course. I'm Chris Ward, your guide on this journey through the intense but rewarding world of IT service management. As we get started, I have a question for you. The good news is it's not a political question or even whether you prefer Macs to PCs. It's simply this. Have you ever taken a Pluralsight course before? If the answer is yes, welcome back. All of your favorite tools for learning are set up and ready for you to fire up your brain. If the answer is no, well, welcome to the revolution. Together, you and I are going to walk through the world ITIL with plenty of tips and tricks on passing the ITIL Foundations exam. To do this, we'll be breaking the content into two courses, ITIL Foundation: Core Concepts and ITIL Foundation: Lifecycle Phases and Processes. We'll also be sharing some OTJ, on the job training, stories to help you relate it to wherever you are working. And since this is the first module of the ITIL Foundation: Core Concepts, I want to make sure we get off on the right foot, so let's take a look at what we're going to cover. First off, what is ITIL, the IT Infrastructure Library, and why is it successful? We'll look at the nature of the lifecycle and the contents that make up those five stages of the lifecycle. We'll take a look at best practices in the public domain and how ITIL is an input into best practices. And then training and certification levels. That way, you know, I'm starting off with the ITIL Foundations. Where can I go from here? Well, we're going to show you. It's going to be a great journey. And finally, we're going to take a short few minutes to take a look at the exam itself for ITIL Foundations and how you can prepare to go ahead and pass that exam.
Service Management General Concepts: The Backbone of the Framework Welcome to module 2 everyone. Chris Ward here, and it's time to lay the foundation for your journey through the ITIL framework. There is a reason why this is called the ITIL Foundation exam. You are establishing yourself with the basic terminology and an understanding of what service is and what makes up a process. It might seem that this is pretty basic stuff, but I assure you that it will build your foundation on bedrock and not marshland when you continue through your ITIL certification path. In this module, we'll be covering things like what is a service, what is an outcome, that's always important, the difference between service management and IT service management. Trust me, it's not that much different, but there are slight differences to it. We'll look at the people involved in this framework. Who are the stakeholders? We'll look at what we need to do to deliver these outcomes with assets, resources, and capabilities making sure we follow the framework and that what we do is expected of us, and that deals with governance. Delivering services always contains an element of risk, and we're going to talk about the need for risk management. And if you talk about a framework, you will talk about the people or stakeholders, stuff you need to do, the assets, but how do you do it deals with processes. And then we'll wrap it up with something that has been a part of technology since its inception back at the pyramids, automation. How do we get those repetitious low-risk tasks to be done again and again without any failures and any flaws?
Roles: Who Does What and Why? Hi everyone, Chris Ward here. In our last module, we get to the people side of things. Delivering services requires people, as I stated in a previous module, and even with the best of automation and software tasks, there is a sense of requirement for human intervention and observation, especially when we get to the roles and responsibilities inherent with IT service management and the ITIL framework. ITIL will test you heavily when you get to the intermediate stages, both in the lifecycle modules and capability modules. Then when you hit the Managing Across the Lifecycle exam for ITIL Expert, get ready to rumble as they like to say. So what are we going to cover in this module? Well, pretty simple. We're going to look at the generic roles involved with IT service management according to the ITIL framework. First, there are the generic roles, which you should at least have a general overview at the foundation level, process owner, process manager, process practitioner, and service owner. You should understand that there are going to be very specific process owners and managers that you will learn about in your journey through ITIL, things like incident management process owner or an incident management process manager, a change management process owner or manager, and etc., etc., etc. However, each one of those roles has specific responsibilities for that particular process, and then there are the general or generic responsibilities that are associated with an owner no matter what type of process it is, or a manager or a practitioner. That's what this module is all about. And then we'll wrap up with a look at the responsibility assignment matrix known as the RACI chart or RACI model. Very testable and hugely important in your setup of ITIL processes in your organization.