Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

Course details

The Putting ITIL® Into Practice series is designed to help ITIL Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations apply ITIL. This course introduces the Seven Ways framework for applying the seven key ITIL Foundation concepts.

Instructor David Pultorak covers services and service management; the service management lifecycle; service management terminology, principles, and models; service management processes; ITIL functions and roles; and the technology that can help you scale, automate, monitor, and optimize your services. In each chapter, he provides tips for moving concepts into practice. He helps you think through dos and don'ts, and provides valuable references and resources for learning more.

Learning objectives
Discover ways to empower and enlighten people into applying the ITIL foundation concepts.
Differentiate ways to root out variation and dependency.
Break down the components of services and service management.
Recognize relevant real-world service management processes.
Identify service management terminology and architecture.
Define value perception and stakeholder relations.
Examine how to apply ITIL roles such as RACI and service owner.

Concepts

0. Introduction

01 - Welcome
02 - What you should know

1. ITIL Foundation Concepts

03 - Services and service management
04 - The service lifecycle
05 - Service management terminology, principles, and models
06 - Service management processes and functions
07 - Service management roles
08 - Service management technology and architecture

2. Seven Ways to Apply ITIL Foundation Concepts

09 - Applying ITIL doesn't have to be this way
10 - The Seven Ways - Service management applications
11 - The Seven Ways - A service management manifesto
12 - Enact and enable outcomes
13 - Enlighten and empower people
14 - Lower barriers, increase enablers
15 - Improve moments of truth
16 - Bringing the first four ways together
17 - Root out variation and dependency
18 - Lower transaction costs
19 - Reflect and act as individuals, teams, and organizations
20 - Now that we've covered our approach, let's start applying

3. Apply - Real-World Examples

21 - Services and service management
22 - Service management lifecycle
23 - Service management terminology
24 - Service management processes
25 - Service management functions
26 - Service management roles
27 - Service management technology and architecture

4. Apply - Services and Service Management

28 - Services and stakeholders
29 - Services and business services
30 - Value perception and stakeholder relations
31 - Hiding the specifics of costs and risks
32 - Internal and external services, customers, and users
33 - Core, enabling, option, and enhancing services
34 - Service assets
35 - Service parts
36 - Service features, qualities, and telemetry
37 - Service management capabilities
38 - Service portfolio
39 - Service catalog
40 - Utility and warranty Value
41 - Variation, dependencies, and service degradation
42 - SLAs, OLAs, and UCs

5. Apply - Service Management Lifecycle Concepts

43 - Service strategy
44 - Service design
45 - Service transition
46 - Service operation
47 - Continual service improvement (CSI)

6. Apply - Service Management Terminology and Key Principles and Models

48 - Why shared terminology is important
49 - Service management terminology and key principles and models
50 - Overall and next-level-down understanding
51 - A hunting we shall go
52 - Do something with it
53 - Where does it hurt
54 - Key principles and models
55 - Value creation through services
56 - People, process, products, and partners
57 - Five aspects of service design
58 - CSI approach
59 - CSFs and KPIs
60 - Baselines
61 - Technology, process, and service metrics

7. Apply ITIL Foundation Processes

62 - Service management processes
63 - Service strategy
64 - Service design
65 - Service transition
66 - Service operation
67 - CSI approach

8. Apply ITIL Foundation Functions

68 - Service desk, application, technology, and IT operations management
69 - Service desk
70 - Technical management
71 - IT operations management
72 - Application management

9. Apply ITIL Roles

73 - Service management roles
74 - Process owner and process manager
75 - Service owner
76 - RACI - Responsible and accountable
77 - RACI - Consulted and informed

10. Apply Service Management Technology and Architecture

78 - Service management technology and architecture
79 - Scope of automation
80 - Tooling
81 - Reduce variation by simplification and automation
82 - Service analytics
83 - Event management techniques

Conclusion

84 - Next steps
85 - Additional resources