ITIL® Foundations

IT Infrastructure Library is a framework for IT Service Management best practices and can apply to any organization, large or small. This course is designed to help individuals prepare for the ITIL® Foundations Certification examination. ITIL is a registered trade mark of AXELOS Limited.
Course info
Rating
(922)
Level
Intermediate
Updated
Apr 29, 2013
Duration
4h 22m
Table of contents
Introduction to ITIL®
Service Management General Concepts - Part I
Service Management General Concepts - Part II
The Service Lifecycle
Service Strategy
Service Design - Part I
Service Design - Part II
Service Design - Part III
Service Transition - Part I
Service Transition - Part II
Service Operation - Part I
Service Operation - Part II
Continual Service Improvement
Preparing for Your ITIL® Foundations Certification
Description
Course info
Rating
(922)
Level
Intermediate
Updated
Apr 29, 2013
Duration
4h 22m
Description

This course is designed to help individuals prepare for the ITIL® Foundations Certification examination. IT Infrastructure Library is a framework for IT Service Management best practices and can apply to any organization, large or small. Instruction will detail foundation level material surrounding concepts and terminology used in the ITIL® Service Lifecycle. Prerequisites: While there are no mandatory prerequisites, ITIL® does recommend certification candidates attend formal training. ITIL® is a Registered Trade Mark of the Cabinet Office.

About the author
About the author

Lowell Amos is a seasoned ITSM professional with 20 years of practical experience.

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Section Introduction Transcripts
Section Introduction Transcripts

Introduction to ITIL®
Hello and welcome to an Introduction to ITIL framework. My name is Lowell Amos. I'm an ITIL expert and I will be your instructor as we work together to introduce you to some of the basic principles of the ITIL framework. In this lesson, I'd like to cover what it is that ITIL is all about. What are the benefits that companies have seen from adoption? What are the certification levels? What's IT service management and its purpose? These are basic concepts that you should understand before proceeding to the next lessons. So let's get started.

Service Management General Concepts - Part I
Hello and welcome to Service Management General Concepts Part I. My name is Lowell Amos, and I'm an ITIL expert and for the next few minutes, I'm going to talk to you about some of the basic principles and general concepts of service management. These are important concepts and definitions for you to understand in order to prepare for the ITIL V3 Foundation's examination. So let's get started. In this lesson, I'm going to cover some basic ideas. The first is, what are good practices and what are services? Both of these ideas are at the core of the ITIL framework. We're going to spend a little time talking about service owners and provider types, business units, and service units, and resource and capabilities in the context of developing strategic assets for IT service management. We'll talk about who the stakeholders are in service management, the role of governance, and do a basic review of service management as a practice. So what are good practices? A good practice, sometimes called the best practice, is a proven set of activities or processes that have been used by multiple organizations to achieve positive results. ITIL is an example of a good practice. Good practices are at the core of service management as they provide guidance on what to do. The objective of a good practice is to meet an internal objective or an external regulation or requirement. A good practice should enable business outcomes. Good practices can come from a variety of sources, both public and private. There are proprietary frameworks that organizations have developed and oftentimes sell. There are also external standards like ISO, industry practices, like ITIL, academic research, training, and education.

Service Management General Concepts - Part II
Hello and welcome to Service Management General Concepts--Part II. My name is Lowell Amos. I'm an ITIL expert and for the next few minutes, I'm going to talk to you about some more of the basic principles of service management. So let's get started. In this lesson, we're going to cover some basic ideas and concepts that are important for you to understand. The first is the distinction between customers and users. We talked a little bit about that in the Service Management General Concepts Part I. We're going to talk about defining processes, what are processes, what's the generic process model, and what are some of the attribute of processes versus functions. We'll talk about the importance of metrics, the Deming Cycle, and a RACI model as a way to provide accountability into processes and services. We'll also spend a little time on the idea of service automation. So let's get started.

The Service Lifecycle
Hello and welcome to the Service Lifecycle. My name is Lowell Amos. I'm an ITIL expert and for the next few minutes, I'm going to talk a little bit about the service lifecycle of the ITIL framework. In this lesson, we're going to define the service lifecycle and cover some of the basic relationships and ITIL concepts and how the ITIL lifecycle works together. This is an overview of the entire framework, from end to end, and we'll talk about how services move through a lifecycle from inception to retirement.

Service Design - Part I
Hello and welcome to Service Design Part 1. My name is Lowell Amos, I'm an ITIL expert and today I'm going cover some basic principles of Service Design. In this lesson, we're going to talk about the overall objectives and goals of the Service Design phase of the ITIL life cycle. We'll try and tie that to understanding business value and how Service Design links to provide business objectives defined earlier in Service Strategy. We'll talk about the five important aspects of design in the Service Design package, which is the principle output of the Service Design phase of the life cycle. We'll revisit the four P's that we talked about in earlier lessons and cover some basic terminology. So let's get started. The goals and objectives of Service Design are to take a business case and convert that into the specific requirements or components of utility and warranty that are required by a new or changed service. We will capture that information within a Service Design package.

Service Design - Part II
Hello and welcome to Service Design Part II. My name is Lowell Amos, I'm an ITIL expert and today I'm going to talk for a few minutes about the Service Design phase and the life cycle. This is the second lesson in the Service Design phase and today we're going to cover a few more of the critical components of design. In this lesson we'll begin with a brief review of the material we covered in Service Design Part 1. We'll then move in to some of the critical processes of the Service Design phase. These include design coordination, information security management, service catalog management and supplier management. In Service Design Part III, we'll cover the balance of the processes, so let's get started. In a previous lesson we covered some key concepts, we talked about the goal of the Service Design phase to design new and significantly changed services. We covered the idea of how service design maps the business value by reducing total cost of ownership, improving quality and performance services and we talked about the five aspects of service design, including the service solutions themselves, the service management processes, the key technical and management architectures required, the processes and the measurements and metric systems. Hopefully, these concepts you've had a chance to review and are comfortable with because we're going to be building on them in this lesson.

Service Transition - Part I
Hello, and welcome to Service Transition, Part One. My name is Lowell Amos; I'm a ITIL Expert, and for the next few minutes, we're going to be talking about the Service Transition Phase of the ITIL lifecycle. In this lesson, I'm going to introduce you to the Service Transition Phase of the ITIL lifecycle. This includes the Service Transition goals and objectives, Service Transition and its relationship to Business Value, and talk a few minutes about, "What's next? " in the framework from a Service Transition point-of-view. We'll cover some basic terms that you'll need to understand, and prepare you for Part Two. So, let's get started.

Service Transition - Part II
Hello and welcome to Service Transition Part II. My name is Lowell Amos, I'm an ITIL expert, and for the next few minutes, I'm going to talk to you about service transition as part of the ITIL framework. In this lesson, we're going to take a moment to review some of the concepts we covered in Service Transition Part I. Including the business objectives of service transition, as well as the business value that can be realized from it. And then we're going to talk about the major processes within service transition. These include service asset, configuration management, change management, release and deployment management, and knowledge management. So let's get started. In Service Transition Part I, we reviewed the basic concepts of service transition. Service transition is the process responsible for planning all service transition processes, and coordinating all the resources that they require. The goal of service transition is the effective transition of services into operations. This is where we take the service design package out of the service design lifecycle phase, and transition it into operations. Some of the objectives are to develop clear and comprehensive plans for that transition. Minimize negative or unpredicted impact of changes, and to increase the value and use of the newer changed services. We want to increase customer satisfaction and manage effective use of our resource. These are critical challenges and objectives of service transition.

Service Operation - Part I
Hello, and welcome to Service Operations, Part I. My name is Lowell Amos, I'm an ITIL expert, and for the next several minutes, I'm going to talk to you about Service Operations, as part of the ITIL framework. In this lesson, we're going to cover Service Operations, as a life-cycle phase. The role of the Service Desk, Technical Management, Application Management, and IT Operations Management, is the four functional groups within the ITIL framework. We'll talk about the importance of communication, and provide you with some basic terms and terminology, in order to understand some of the processes in future lessons. So let's get started.

Continual Service Improvement
Hello, and welcome to Continual Service Improvement. My name is Lowell Amos. I'm an ITIL expert and for the next several minutes I'm going to talk to you about the Continual Service Improvement phase of the ITIL framework. In this lesson we'll cover, what is Continual Service Improvement or CSI? The CSI Model, the Seven Step Improvement Plan, Understanding Baselines, Service Measurement and Reporting, the role of IT Governance, and review some key terminology. So, let's get started.