Learning ITIL® (2019)
1h 20mBeginner2019-02-28
Authors
David Pultorak
Veteran IT Management Consultant and Founder of Pultorak & Associates
Course details
Learn the basics of both current versions of the world's most popular approach to IT service management: ITIL® v3 and ITIL® 4. Learn what ITIL® covers and why it matters to you and your organization. Learn the basics of ITIL® v3: the service lifecycle; processes and functions; and roles, technology and automation. Then compare the major differences in ITIL® 4: the four dimensions; the service value system; the service value chain; and the guiding principles, and practices. Instructor David Pultorak—an ITIL® contributor and consultant—also helps you learn the basics of ITIL® certification, including the ITIL® v3 and 4 certification schemes, and provides tips for passing the certification exam.
Learning objectives
Why ITIL® matters for you and your organization
Defining service management
Identifying ITIL® v3 processes and functions
Assessing ITIL® v3 roles, technology, and architecture
Comparing ITIL® v3 and 4
Identifying the 18 practices of ITIL® 4
Reviewing the ITIL® v3 and 4 certification scheme
Preparing to pass the ITIL® exam
Learning objectives
Why ITIL® matters for you and your organization
Defining service management
Identifying ITIL® v3 processes and functions
Assessing ITIL® v3 roles, technology, and architecture
Comparing ITIL® v3 and 4
Identifying the 18 practices of ITIL® 4
Reviewing the ITIL® v3 and 4 certification scheme
Preparing to pass the ITIL® exam
Skills covered
ITILAxelosIT Service ManagementLearningNetwork and System Administration
Concepts
0. Introduction
- 01 - Stand apart with ITIL knowledge and certification
- 02 - What you should know
1. Service Management and ITIL
- 03 - What is service
- 04 - What is IT service management (ITSM)
- 05 - ITIL in a nutshell
- 06 - What ITIL means for your organization
2. Learning ITIL v3 Basic Concepts
- 07 - Services, ITSM, the 4 Ps, and the service life cycle
- 08 - Terminology, key principles, and models
- 09 - ITIL v3 service strategy processes
- 10 - ITIL v3 service design processes
- 11 - ITIL v3 service transition processes
- 12 - ITIL v3 service operation processes
- 13 - ITIL v3 service operation functions
- 14 - ITIL v3 continual improvement process
- 15 - ITIL v3 roles, technology, and architecture
- 16 - ITIL v3 certification scheme
3. ITIL v4
- 17 - Why a new ITIL
- 18 - ITIL 4 vs v3 - Concepts and principles
- 19 - ITIL 4 vs v3 - Practices versus processes
- 20 - ITIL 4 - Service management 4 dimensions
- 21 - ITIL 4 - Service value chain
- 22 - ITIL 4 - Service value system
- 23 - ITIL 4 - Terminology and guiding principles
- 24 - ITIL 4 - 18 practices, part 1
- 25 - ITIL 4 - 18 practices, part 2
- 26 - ITIL 4 certification scheme
4. Certification Prep
- 27 - Prepare to pass the exam
- 28 - Taking the exam
Conclusion
- 29 - Next steps
Related courses
- Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
- Learning Lean IT
- Learning ITIL®
- Putting ITIL® into Practice: Problem Management Techniques (2016)
- Putting ITIL® into Practice: DevOps for ITIL® Practitioners
- Putting ITIL® into Practice: Setting Up a New ITIL® Service
- Putting ITIL® into Practice: Change Enablement
- Putting ITIL® into Practice: Problem Management Techniques
Related learn paths
- Develop Your Skills as a Software Project Manager
- Technical Program Management
- Develop Your Skills in Agile Software Development
- Improve Your ITIL® Skills
- Develop Your IT Service Management (ITSM) Skills
- Getting Started with DevOps
- Become a Full-Stack Web Developer
- Atlassian IT Service Management (ITSM) Professional Certificate